success - Turbo Coach, achieve breakthroughs - Brian Tracy

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TurboCoach
cused on developing strategies to move your customers up
the continuum from merely meeting or exceeding customer
expectations to delighting and even amazing them. Revisit
and revise these strategies regularly. Strategies that work
today may be outmoded or copied tomorrow. They must be
continually revisited and frequently revised.
Customer service is an important key to ensuring customer
satisfaction and, therefore, to attracting and retaining
customers. In fact, it is said that the sale begins when the
customer says, ‘‘Yes.’’
It is not unusual for a customer to go through an emotional
dip after the sale is closed. Typically, the time of sale
represents a ‘‘high,’’ as the customer looks forward to enjoying
the benefits promised by your product. Shortly, however,
he may begin to question his decision, perhaps wondering
whether he might have found a less expensive provider, or
whether the product will perform up to his expectations, or
whether he even needs the product at all, and so on. You
need to recognize that this ‘‘buyer’s remorse’’ is normal and
predictable, and then make every effort to move the customer
through this phase.
One way to reassure your customer that he has made a
wise decision, to remove any lingering doubts with respect to
his decision to purchase your product, is to be extraordinarily
responsive to his needs after the sale has closed.
A brief thank-you note immediately after the sale—even
after each call during the sales process—helps lock in the
sale.
A follow-up call to check on his experience with your
product is a strong signal that you care—not about the sale,
but about him!
If you receive a message that your customer has called