We hear a lot about Customer Relationship Management -- CRM -- but when's the last time you heard a keynote or workshop at a conference about Customer Service Recovery -- CSR? In fact, when I Googled "Customer Service Recovery" [using quotes] I got a whopping 37,500 results vs 9,270,000 for "Customer Relationship Management."
What's that say about the focus of companies and individuals today? We live in a "gotta make sales this quarter" kind of world but we're focusing all of our attention on long-term customer management while forgetting that the first step to any long-term relationship is getting the customer to agree to a second date.
Which begs the question... does your company have a "second date" strategy? Are you actively listening to your customer to hear or sense that you've made a bad first impression? Do you have processes in place to act on that information in real time so you can correct the first impression before you lose the chance? I'd love to hear what you've got to say.
And hey, if you enjoyed this post, maybe consider dating this blog so you can have posts from this blog sent directly to your eMail in box. And don't worry, I'll never share your email with anyone and I don't send anything but blog posts... because that's not what your here for right?
photo: By Nina Matthews Photography