Customer Experience News & Trends

7 words every customer is dying to hear

What’s the best way to take care of your customers?

Consider a recent survey which asked customers, “What do you want from a salesperson?” and “What would be the number one attribute of your favorite salesperson?”

Ninety-one percent of the customers who responded to the survey said, “Be there when I need you.”

Here’s what that translates into:

  • You don’t have to be the quickest
  • You don’t have to be the cheapest, and
  • You don’t have to be the smartest.

If you’re willing to say these seven words to customers (and back them up), you’ll get their business:

“I’ll be there when you need me.”

Some messages that prove you mean it:

  • “Here’s my cell phone number”
  • “Here’s my pager number”
  • “Here’s a 24-hour toll-free number,” and
  • “Here’s our website address so you can get information even when I’m sleeping.”

How about that? How about having a philosophy that I’m here for you and living that every business day?

Also, how about making sure your customers know how to get ahold of you, making sure they know who else is on your team, and where they should turn when they have questions, problems or complaints?

All of this says, “Thank you. Thank you for being my customer. Thank you for buying my product or service. I’ll be there when you need me.”

Adapted from: “Cashing In On Success,” by John Tschohl, president of Service Quality Institute, a multinational firm specializing in customer service strategy and training.

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