Customer Service

Yesterday I was on the phone a lot with a variety of customer support centers. Compared to the fiasco last weekend with Amazon, each one of these conversations was efficient, pleasant and productive. When customer service works well, the client not only feels served but satisfied with the result. It's one more way to tie your clients to you. With that kind of service, why would they want to look elsewhere.

I wrote an article recently on SPIN selling (ref. Neil Rackham) where you focus on client needs rather than your product benefits. This quote in MassHighTech Journal was a nice example of it:

"From a business leadership perspective, Robert Nierman, CEO, RuleStream Corp. has found success in understanding where customers want to go and working collaboratively to help them get there. 'So it's not necessarily the technology, it's the application of that technology and how customers can profit from the application of that technology that makes the difference.' "