Issue 106: How a Child’s Drawing Connects to Customer Service
“Customer service should not be a department. It should be the entire company.”
- Tony Hseih
Last week, I opened my mail to find this special drawing from my four-year-old granddaughter, Sophia. As I see her weekly, my daughter-in-law could have waited to give this to me. Instead, she mailed it, so I would know Sophia was thinking of me.
Sophia's drawing reminded me that we always need to be top of mind with our current and past clients. It made me think about ways I have served my clients that go beyond the contract.
A few days before I received the adorable drawing, I sent one of my clients an example of a "benefits flyer" my colleague Bob Pacanovsky and I created for our NSA Chapter when we were co-presidents. My client has several program levels, and their target audience struggles to understand the difference. I understood their dilemma because we had a similar challenge in our Chapter. Although my client's contract ended, when I came across this example in my files, I knew it could help. Also, it was an opportunity to show them that I was thinking about them and their success.
While surfing my social platforms, I noticed a company posting about a problem. I knew one of my former clients would be able to help. So, I took a screenshot and texted the post to the executive director.
As there are always two sides to a coin, there are two perspectives around sales and customer service. I've discovered that not everyone believes that ongoing customer service is a crucial sale element. When I worked as a corporate sales executive, the company's mindset was that once you made the sale, you were done, and the customer coordinator stepped in.
This philosophy goes against everything I believed in then and still do. The sale is all about customer service. You'll lose the connection, relationship, and trust with the customer without top-notch customer service before, during, and after the sale. That's how deals fall through.
Opportunities show up everywhere—not only for us but for our clients. Passing along ideas and opportunities enables us to continue the connection and the relationship. It goes well beyond the "sale."
Bounce-Up™ Momentum Builders
How are you staying top-of-mind with current and past clients?
What can you share that shows you care?
Do you connect clients with opportunities?
Mj Happenings
Next week, I head to Indianapolis. I'll be the opening keynote speaker for #RHA2022.
Following this, I'll be the opening keynote speaker for a private company conference in Ohio.
As some of you know, I taught writing and book marketing courses for a local college for over a decade. Mary Higgins Clark once told me always to keep my content. I'm so glad I listened. This summer, I was asked to present my author's marketing course for a local University. Since I pulled and updated the content for the workshop, I turned it into a digital program. Stay tuned for the release date.
Until next time, Power-Up, Play-Up™, and Bounce-Up™!
Mj
