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Selling – The Greatest Customer Service

Is sales really the best customer service? Most of us think of customer service as repairing something the customer bought or doing warranty work to satisfy the customer. Of course these things are important. But when are you really doing the best for the customer?

Let’s say a customer calls you and says the thing you sold them doesn’t do the job they wanted. Our first thought may be that what they bought is defective or inadequate. If the product is faulty (and still under warranty) you will of course replace it. But what if what they bought isn’t enough to get the job done? You show them the best model that will do the job. This model will cost more than what you bought before, but you solve their problem. And more often than not, the solution to their problem involves selling them something better than what they have now.

I have a shop that sells vacuum cleaners. When someone comes in to have their vacuum cleaner repaired, most dealers will sell a part that can fix the machine. So will we. But first we want to know how the customer likes what they have now. Did it give them any problems? Is it getting hard to click? Loss of suction?

Often, new technologies do solve customer problems. A new product that better meets the customer’s needs.

My friend has a small workshop for repairing vacuum cleaners and sewing machines. People bring in a car that is fifty years old and he fixes it up to make it work. When I told him that maybe these people would benefit from something new, he said he didn’t want to sell something new when what they had could still be fixed.

I asked how many cars would still be driving fifty years from now. Of course, not much at all. why? Because consumers like to buy new things. They smell better, shine better, and the customer can brag about what they just bought to friends and neighbors.

You’d be surprised how many customers are already thinking about buying something new before they even tell you about their service issue. You don’t really provide the best customer service if you don’t offer the best solution to their problem. And many times that solution is to buy something better that will make them happier than they are now.

Most products improve with time, new developments, new technologies, new options.

If you don’t at least let your customers know about these new options, you’re doing them a disservice.

If a customer finds one purchased item inadequate, they may need two to really get the job done.

One technique I have found valuable when a customer needs a service is to apologize to them for not pointing out a better product that was available all along. Whether or not it’s your fault is beside the point. I apologize and tell them that I must have forgotten about this better and more expensive solution. It works much more often than not.

In our business, one of the most profitable sources of new sales is selling higher quality items to customers who now need customer service. This can be done in a retail store or over the phone. Use it, it works.

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