customer relationship management | Customer Service Solutions, Inc. - Page 3

The Proven Value in What You Do - 4/9/24

Forbes wrote an article last year based on a compilation of the results of research on customer service and the customer experience; it was titled:  100 Customer Experience Stats For 2023. In reading the article, you’ll note that many of these key research findings are about you – the value Read more

A Tale of Two Texts - 4/2/24

Having to get allergy shots once a week is never fun, and for Janet, it became an even bigger frustration. She had the shots typically scheduled on Tuesday around 10:30 in the morning, figuring she would avoid the morning rush as well as the lunch rush by going mid-morning.  However, Read more

The Secret Sauce for Great Customer Service - 3/26/24

I was working with the League Office for a major American sport several years back, and one of the executives asked me to describe our Secret Sauce that helped our clients improve the fan experience and customer retention.  I gave him a sense of what makes us unique and Read more

The Miracle of an Apology - 3/19/24

Unfortunate but true story… The manager basically lost his mind.  He terminated his employee on the spot.  She had told the customer that there was going to be a delay in the shipment.  The employee called up the customer ahead of time to let the customer know what was about Read more

It’s Not About the 5-Minute Wait - 3/12/24

Robert went into his supervisor’s office to update her on a situation at the payment desk.  Robert said that a customer was about fourth or fifth in line, waiting to be served, and the customer was complaining loudly about the wait.  He was there to make a property tax Read more

Lessons from the Greats - 3/5/24

I was recently facilitating a workshop on the customer experience, and I made the point that it’s usually beneficial to look at your personal life for great experiences; identify what really resonates with you in a positive way in order to uncover ideas to improve your own customer service. So, Read more

The Empathy Roadmap - 2/27/24

For some people, empathy comes naturally.  There’s an innate desire to learn about the other person and to sincerely convey that sense of interest and caring.  But for many of us, sometimes it helps to have a communication plan.  It helps to know what to do in order to Read more

“You’re the Boss” - 2/20/24

Terrence is excellent at what he does.  From a technical standpoint, he knows how to keep the facility clean.  He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary.  He knows what chemicals to use and not to use, how to Read more

Customer Understanding Leads to Relationship Growth - 2/13/24

We’ve worked with educational organizations at all grade levels over the years.  One special and unique characteristic about the staff who work in these organizations is that there’s a clear intent to know about the students as individuals, to focus on them rather than purely focusing on what’s delivered Read more

Define Customer Service Success Differently - 2/6/24

When I’m watching television, listening to the radio, or listening to a podcast, it’s always interesting when the topic moves to the question:  How can you be a success?  The speakers often discuss the process of becoming a success with the assumption that people believe success is defined by Read more

Customer Relationship Mismanagement

Posted on in Business Advice, World of Customer Service Please leave a comment

A company was selling advertising space for a publication to be distributed to law firms across the region. Christine, the publisher’s sales representative, had left a message on my voice mail stating that she would e-mail details on pricing and distribution.

Later that day, I received an e-mail (from a generic e-mail address) with all the information that Christine had mentioned. Since our company has no law firms as clients and does not target that industry, we had no interest in buying ad space. So, I pleasantly responded to the e-mail that I was not interested.

About one week later, Christine called to remind me of the e-mail that her company had sent and to say that if I wanted to buy, I had to do it by the end of the day. My opinion of her company immediately plummeted. Why?

The concept of Customer Relationship Management has two core characteristics. The first is that any marketing or service contact to a client is customized based on that client’s unique interests and characteristics. The second is that multiple typically disparate functions (such as call centers, customer databases, e-mail applications, web sites, etc.) are all integrated so as to share access to this client information.

This company failed on both counts. First, they had no qualification of our interest in advertising. We’ve never worked with a lawyer or attempted to work with legal firms as clients. Second, their e-mail marketing system obviously didn’t feed information to their sales representatives since our response declining their offer never reached Christine.

This mismanagement of communications wasted my time in responding to two calls and one e-mail and wasted their time in first marketing to and then unnecessarily following up with a disinterested prospect. They lost credibility and created more work for themselves.

Think about how you manage communications and relationships with your customers FROM YOUR CUSTOMER’S PERSPECTIVE. Target and coordinate communications to reduce your workload and maintain corporate credibility.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?”

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