by Kris Matz
Not many businesses can afford to lose a sale. The recession has made us more price-sensitive, and everyone is fighting for a share of the customer’s dollars. But in some circumstances service is so critical that it is the deciding factor. Are the services and reliability that you are offering enough?
Know Your Customers (and prospective customers)
• Determine EVERY contact point with your customers and prospects – indirect (example: website) and direct (example: sales call). Consider this from the product/service awareness stage through post-purchase.
• What does the customer need and want at each and every point? Note that need and want can be two decidedly different things.
• Are you meeting these wants and needs? How do you know? If you don’t know – ASK!
Know Your Competition
• Who are your direct competitors?
• What about indirect competitors that might get your clients to switch to a substitute product
• What are they doing to meet or exceed your standards – and steal YOUR customers?
After your analysis, ask yourself again; Are the services and reliability that you are offering enough?
