Meet – No, EXCEED Client Expectations!
Posted By Michael Roby | Wednesday, July 25th, 2007It happens all the time…a company spends more time selling than servicing after the sale. Customers begin to expect vendors to over-promise and under-perform. However, there are firms that still believe that to grow a business, you service at least as passionately as you sell.
A company called eSpeakers offers a business management program for the professional speaker called EventPro. When I saw their presentation I was “wowed.” The salesperson, Debbie, promised me that eSpeaker would follow up with exceptional training. I thought, “Sure, we will see…”
Within 48 hours we received an email and follow up phone call from Kathy to schedule the training that was to be delivered over the phone, along with a computer link so we could SEE the training. Not only were the software and business system robust, but the phone and online training the absolute best I have ever experienced! The frosting on the cake is they are rolling out a new CRM system that is fully integrated with EventPro!
In my business I have used the same CRM software for about ten years (I won’t name them, but their name includes two of the first three letters of the alphabet.) Their service has deteriorated to some of the worst imaginable, and each new version seems to hatch more bugs than it fixes. I had to spend TWICE the cost of the upgrade to get one of their “Certified Consultants” to install it! To say I am excited about EventPro and my customer experience would be the understatement of the year!
What is the point? To create rabid customers that refer you to others, you must 1) be technically competent, 2) keep your promises, and 3) service what you sell. If this happens, your customers and clients will give you referrals, and tell everyone they know how good you are. After all…what do you think I am doing now?!
Good selling!
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