By Elliott Pearson
However, it’s quite difficult to strike the right key in each and every customer especially given that clients have different wants and preferences. Businesses that realize this limitation find it better to specialize in niche markets that way they only have to please one similar set of people. In this arrangement, the first thing that a business has to think of is being able to know its clients in that niche market and knowing exactly how to please them. Customer service is of utmost importance especially since four-fifths of the country’s fastest growing companies have all instituted new programs according to PricewaterhouseCoopers Trendsetter Barometer.
Answer
Customers are annoyed at being kept in the dark. They want answers and they want it right away. For this reason, it is crucial for service based businesses to have proper channels of communication from the top guys to those working at ground level and vice versa. A dental clinic whose front office staff does not know exactly when the dentist will see his patients is always bad news. However, patients will appreciate it if the front office staff can direct them as to when the dentist will arrive.
Clarify
The main difference between products and services is that with the latter the buyer will know exactly what to say when the product starts to malfunction. For instance, a buyer will know exactly what to tell the shop when he returns a malfunctioning computer. However, clients often have a hard time explaining how a service has not been helpful to them. This can easily lead to customer dissatisfaction. For that reason, service providers need to clarify to their clients exactly why they feel that the service is helpful even if the clients do not see the point of it or do not immediately feel the results.
Since you are an expert in your field, you should be able to earn the confidence and subsequent loyalty of your customers by giving to them the rationale of why such services must be performed. For instance, dentists should explain to their patients why blood pressure management is a requisite when performing tooth extractions.
Author Information
Elliot Pearson writes as a specialist for Dentist Identity, a company that provides Dental Marketing and Dental Practice SEO.
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