Selling something and then not providing OUTSTANDING, unique, Seth-worthy customer service is business suicide.
Matthew Grant over at PurchaseRealm tells the story of a vendor that sold his company something, but then dropped out of sight...no way to get a hold of them by phone, no returned e-mails...nothing.
Do you think that vendor got the renewal once their contract was up? Yeah, right.
The "sale" doesn't stop once the contract is signed. That's actually when it starts, because you're standing behind the product or service that you just sold. Your actions will determine if you keep them as a lifetime customer, or lose them the first chance they have to ditch you.
Dan,
This reminds me of a slogan that Metlife used years ago. It was something like, "Service doesn't end with the sale." That is an interesting angle in the insurance industry since the commission is often only granted for the first year of some types of policies.
Matthew
Posted by: Matthew W. Grant | May 6, 2006 2:54 PM | Permalink to Comment