“Service” is one of those wonderful, “Warm Fuzzy” words like “love”
and “happiness.” They are easy to say and sound so good, but unless
they are backed with real substance, they mean so little.

“Service” is what we do to impress and retain our customers in this
competitive society. The reality today is that most products and
services in almost every industry appear indistinguishable from one
company to the next. Since customers have many choices to choose
from, it is “Service” that brings them back!

Customers really want three things with every purchase. They will
shop around to find them and become loyal to those who provide them.
A solution to their problems or satisfaction of their desires, as
promised (the product or service.)

A trusted salesperson or consultant who has their best interests at heart.
“Value-Added Service” service that exceeds expectations.

It takes effort and investment to create service systems, more effort
and investment in training the staff to deliver the “Value-Added
Service” but it is worth it all. Companies that provide these
Value-Added Service Functions have higher retention rates, faster
growth rates, and usually higher profit margins also!

“Warm Fuzzy” words or realistic customer expectations? If you build
your Service Program on these three basics your customers will reward
you with return business, good will, and referrals for many years so
get started by comparing your level of service to your competition or
your industry standards, design a better customer service system, and
train your staff to deliver it. Do it now - your competitor might be
reading this!

Larry Galler advises executives, professionals, and businesses to
extraordinary achievement. Sign up for his free newsletter at
http://www.larrygaller.com. Address questions and comments to
larry@larrygaller.com