June 10/17, 2019: Volume 34, Issue 26
By Jim Augustus Armstrong
“Flooring World,” the employee answering the phone said in a bored tone when I called for an appointment with the store owner. (Note: Company names in this article have been changed to avoid libel suits.) This fellow had no enthusiasm in his voice, and his tone suggested I had interrupted his day.
Compare that to how the phone was answered by the employee of a long-time coaching client of mine: “Thank you for calling Ridgway Flooring and Interiors, home of the iron-clad triple guarantee,” she said in a bright, cheerful voice. “How may I help you?” Imagine if you were in the market for flooring and you called both of these stores. With which would you choose to do business?
Customer service is a buzzword that gets thrown around a lot. Ask a dealer why a prospect should buy from him or her instead of a competitor and you’ll likely hear, “Because we provide really good customer service.” Ask the competitor the same question and you’ll likely get the same answer. Saying you have great customer service isn’t enough. You have to put actionable, concrete customer service strategies in place and train your team to follow them.
Let’s analyze some statistics from studies done by American Express to see how they apply to your business.
1. Consumers will pay 17% more to buy from companies with great customer service reputations. I’ve worked with flooring dealers whose margins were in the 25%-30% range and helped them quickly leap to 40%-50% margins by implementing strategies to wow their customers. This is one of the fastest, most cost-effective ways to increase your profits.
2. One-third of consumers say one instance of poor customer service would cause them to consider switching companies. Every time you pre- vent a customer loss to a competitor, it’s money in your pocket. Taking the time to root out poor or mediocre customer service habits in your employees will prevent those losses.
3. More than half of consumers say they have made an additional purchase after a company provided a positive experience. It’s common for a customer buy one or two rooms of flooring, only to return later and purchase floors for her entire house, business, rentals, etc. If you really impress your customers, you can increase the frequency of this happening.
4. Nine in 10 consumers factor in customer service when deciding whether to purchase from a company. Your customer’s first point of contact with a member of your team is when she calls or visits. These are your two most important opportunities to make a positive impression so she chooses to buy from you instead of the big box down the street.
5. Happy consumers tell 11 people about their experience with your company; angry consumers tell 15 people. Want more referrals? Start amazing your customers with phenomenal customer service. You’ll not only get more referrals, but you’ll also reduce the number of people complaining about your business to friends and relatives.
Customer service is everything. From the way your phones are answered and how customers are greeted in-store to how you arrive for the in-home measure, every touchpoint with each customer is an opportunity to wow them and dramatically increase your profits.
Jim is the founder and president of Flooring Success Systems, a company that provides floor dealers with digital and offline marketing services and coaching to equip dealers to make more money, work fewer hours and get their lives back. For information visit flooringsuccesssystems.com.