The sports agent was moving into his new downtown office and was especially excited about the day. A friend of his had arranged for the agent to meet with a professional football player who was disgruntled with his current agent. The player wanted to meet the agent at his new office even though the agent was still in the process of moving. Not wanting to miss out on this opportunity, the agent told his friend to have the player meet him at the office in the morning.

The agent was sitting in his high-backed leather chair when he heard someone walking toward his door. “That’s him!,” thought the agent. So he picked up his phone, swung it around so he couldn’t see the door and began talking loud enough for anyone to hear.

“That’s right,” said the agent, “give my client a $2 million signing bonus or he tests the free agent market. We’re serious.”

After pausing for a few seconds, the agent said “then it’s a deal…$2 million. My client will be very happy.”

The agent turned his chair around and hung up the phone, but he didn’t see anybody in his office. He called to the lobby, “is somebody there?”

“Yes, sir,” replied the person in the lobby, “I’m here to install your phone.”

The sports agent wanted so badly to make a good first impression, that he crossed that ethical line. If that prospective client had been standing next to the phone technician, he would have turned around and walked away.

Now most salespeople have strong ethics. But the key point is that the entry point into your organization for a first-time customer sets the expectations for the company’s retention efforts. In your customer service role, you need to be VERY aware of the processes and people that acquire the customers for your business. What expectations do these individuals set? What image do they portray? What information do they gather that’s useful to your retention efforts?

Understand what the sales staff do and how it impacts your retention efforts.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/

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