Do we focus on customer success every day? With every note we write, every proposal we deliver, every voice mail we leave? How can we do that better and more consistently? Here are just five random ideas for your consideration:
- When leaving a voice mail or writing an email try not to use the word “I” – see how hard that is?!
- Offer your advertisers information and research they won’t acquire on their own. Don’t assume they see announcements in the media. So many examples of providing information to them, too many to list.
- Offer workshops – how to research on google, social media, why advertising on a website is not the same as TV. Again, there are so many topics, too many to list
- Offer complete consulting service to them – even if it means recommending a competitive media or another station’s programming. That’s what consultants do – they focus on the customer’s success and not their own.
- Be sure our advertisers are presenting their messages as valuable information. If delivered to the interested customer the way that customer consumes information it will be considered valuable content and not advertising. It is our job as consultants to insure our advertisers understand that deep into their DNA
To focus on customer success has always been the mantra of successful salespeople. Is it yours? If it is consistently, you are remark-able.
