ServicingServicing

Selling is about getting customers.Selling is about getting customers. Servicing is about keeping customers.Servicing is about keeping customers. The two are equally important – two sides The two are equally important – two sides

of a coin.of a coin.

ServicingServicing You are the unique competitive You are the unique competitive

advantage.advantage. Set servicing and business increase goals.Set servicing and business increase goals.

““You never ‘close’ a sale; you open a long-term You never ‘close’ a sale; you open a long-term relationship.” Dennis Waitleyrelationship.” Dennis Waitley

Which order is the most important one, first or Which order is the most important one, first or second? second?

TangibilizeTangibilize Send notes, cards, small gifts, (not just e-mails) etc.Send notes, cards, small gifts, (not just e-mails) etc.

ServicingServicing Always say “thank you” memorably.Always say “thank you” memorably. Don’t forget anyone (review your account list Don’t forget anyone (review your account list

regularly).regularly). Always present new ideas.Always present new ideas.

For increasesFor increases Pre-sellPre-sell

Set up renewals with increases.Set up renewals with increases. Handle complaints immediately and honestly Handle complaints immediately and honestly

(see them as an opportunity to prove how good (see them as an opportunity to prove how good you are at servicing).you are at servicing).

ServicingServicing

Outrageous service makes customers Outrageous service makes customers raving fans – who will tell others.raving fans – who will tell others.

Horrible service makes customers raving Horrible service makes customers raving mad – and they will tell mad – and they will tell five timesfive times as as many people how awful you are as raving many people how awful you are as raving fans tell others how great you are.fans tell others how great you are.

You and your You and your relationshiprelationship, based on trust, , based on trust, is the most important element in creating is the most important element in creating value for your company and keeping value for your company and keeping business.business.