Companies all agree: it’s essential to serve clients nicely. However in right this moment’s always-on digital ecosystem, this has been ramped as much as the umpteenth diploma. If you happen to ignore your clients on the various completely different channels through which they impart, they may simply go away — for good.
Micah Solomon’s ebook, Ignore Your Prospects (And They’ll Go Away), hammers this level house. A number of weeks in the past I reviewed his ebook and gave it a 5-star score. (Learn: Assessment of Ignore Your Prospects)
And now we’re excited to deliver you an unique 3-chapter excerpt of his ebook. Scroll right down to the tip of this text for the obtain hyperlink — however first let me inform you slightly extra.
Who Micah Solomon Is
Named as “a brand new guru of customer support excellence” by the Monetary Submit, Solomon explains what you’ll want to do as a enterprise. At present, clients have a dizzying array of the way to succeed in you — in-person, telephone, dwell chat, e-mail and web site types. Not solely that, they are often speaking on social media channels, on-line evaluate websites, even their very own blogs.
With all of the contact factors that now exist, how do you interact? And convey an angle that helps your enterprise, not damage it?
Micah Solomon is a customer support advisor who has expertise with main manufacturers to make his case. From Richard Branson, to Zappos CEO Tony Hsieh, in addition to insights from firms resembling Amazon, Ritz-Carlton Resort Firm, Cleveland Clinic and others, you’ll discover ways to interact together with your clients and construct long-term retention.
What “Ignore Your Prospects” Tells You
In Ignore Your Prospects, Solomon lays out an method to customer support that he insists will yield big outcomes. It is also proof against being copied, he says:
“What I’m going to problem you to do on this ebook isn’t straightforward: to construct a corporation that’s centered in your clients in basic but refined methods. However will probably be an extremely fruitful enterprise, leading to a multipart payoff:
- You’ll retain the next proportion of your current clients
- You’ll enhance per-customer spending
- You’ll entice new clients … and also you’ll do all of it in a means that’s virtually totally proof against being knocked off by rivals
If this final declare, ‘proof against knockoff,’ sounds farfetched, let me clarify and defend my reasoning. I’m making this declare as a result of I’ve a powerful hunch that when you do the work advised on this ebook, you may sleep straightforward figuring out that it’s unlikely that your competitors will plow through the identical. Though your competitors could copy your pricing, ape your improvements, duplicate the appear and feel of your web site, and so forth, they’re unlikely to muster the imaginative and prescient, vitality, and follow-through required to duplicate the client centered group that I’m right here that will help you construct.”
Solomon counsels organizations to develop an “robotically optimistic” method — staff who wish to reply “sure” robotically. Not “no” or “I’m undecided if we are able to do it.”
They need to convey the next common angle: “The reply is sure! Now what was your query?”
He acknowledges that firms can not all the time say sure. Nonetheless, he explains, there’s virtually all the time a technique to soften the blow and say “no” in these conditions.
On the spot Obtain
Obtain your 3 free chapters right here. (No registration required!)
In order for you recommendation on WHAT to do to construct a world-class customer support method, you’re going to get it. And if you’d like recommendation on HOW TO do it, you’re going to get that too.
Is Your Name Heart Irritating Prospects?
Many because of the creator for making this excerpt accessible, with permission.