James Schramko here with a quick customer service tip. This is a rule in our own team, and maybe you can apply this for your own business. It’s simply this – if a customer is asking you where things are up to, you’ve left it too late.
The idea is to preempt the customer’s curiosity. Remember, they’ve parted with their cash and they’re expecting something from you, so keep them informed. Even use a no news update if you need to, and a no news update is, just checking in, this is where things are up to, nothing has changed, we’re still on track, everything’s fine. And this is really reassuring for a customer. They know you’re thinking about them, they know things are still in play. And I used to see this happen when people would order a custom Mercedes-Benz from me when I worked back in the dealership. It might take six or seven months to deliver, but the no news update was very helpful in reassuring them that everything is on track.
So I hope you can take this tip into your business. I’m James Schramko, speak to you tomorrow.
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