Cutting your Customer Service Costs Can Ruin You
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Customer service is outright expensive. Think about it – lots of space for an elaborate set-up, VoIP capability (you would want to do this to save on costs, but it is still an expensive system to get started on); well-trained and exceedingly polite, courteous staff to answer or make calls to be in touch with your clients. DO you think it is a great idea to scrimp back on the cost a bit and try to work out something else?
Well, there is no “Work around “strategy known that can substitute for excellent customer service. Look around you – the products and services flooding the market are already at the point of no return waiting to be commoditized. They float there on the obscure waters of the price-driven , crazy market with discerning customers and uncouth businesses which still haven’t taken the pinch pain to understand that customers :
* Buy with emotion, not logic.
* Value being respected, adored, loved and pampered.
* Don’t appreciate anything less than value-added, great service.
Everything being equal, your products and services will become a commodity and then there wouldn’t be much to different you from your competition. What do you think matters then? No prizes for guessing: Customer service. If I were to open a bank account today among my seemingly endless choices I have, I would go for the bank which pampers me and makes me feel like a king for the measly pennies that I intend to deposit. That’s human and that’s the way businesses are to be done.
Price-cutting is what 86% percent of the businesses resort to when faced with rampant competition, instead of doing it the other way around by increasing prices and investing the effusive profits into better customer service systems. Recently, I did the same for my web-hosting and domain name registration services at hostcats.com and I it would be an understatement to say that I paid for the mistake.
Shoddy systems, computerized calls directing the calling customer all over the place, uncouth staff and their rustic talk, lack of basic courtesy and total disregard to the customer and her problems is what you would get if you try and scrimp costs here. I can tell that to your face because I paid for it and I got it. The effect of this kind of stellar non-service to customers can cost you more than what you are not prepared to invest for service amelioration.
It costs a lot to get new customers and is relatively easier to ensure that your present customers stay with you. The only reason they ought to stay with you would be when you give VALUE to them. If you give them just a little more than what they paid you, they will hang on to you for life.
If you don’t get this, I should dare say, get a job (and not in customer service)
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