Customer Service Helper

Are You a Listener Or a Talker?

Whether you have a service-based business or a product-based business, you have to speak to clients on the telephone at some point. When you speak to these potential clients’ are you looking to make a sale or looking to find out their needs?

Recently, I was speaking with a potential client and instead of trying to push my services on her, I sat back and listened to her about where she was struggling. While I was listening to her, I was trying to decide what steps needed to be taken for her to get the help she needed in the most cost-effective, results oriented way. In doing this simple task of actually listening to the client instead of selling, I was able to create a customized service for her and come up with a plan.

If you do the majority of talking and you do not listen to your clients’ true needs, you may be providing a service that they don’t really need and that reflects badly on you and your business. Low satisfaction makes it hard for businesses to succeed.

You are always hearing consumers complain how a business did not go the extra mile to satisfy their needs; how personalization and customer service has become almost non-existent. If you don’t listen to your clients you can not see the big picture. Once you start listening to your clients and getting the whole story you more accurately provide services that go that extra mile. Going the extra mile can be an important part of having repeat clients and good word of mouth results.

When you take the time to get to know your clients you are able to provide work that suits their style. This sets you apart from those who do not because it puts you into the category of a provider of exceptional service not just acceptable. When the work you do for them reflects their business philosophy and style, then you become an extension of that style which helps them maintain their branding through every level of their company. That makes them more successful, and is a tremendous edge to very small businesses.

Another important part of listening to your clients and getting to know their needs is, you can suggest additional services that help further their goals and in turn provides you with additional business that you might not otherwise have.

Instead of talking about your services and worrying about making the sale, listen to your clients’ needs, suggest solutions, and most importantly provide exceptional service. By doing those three things, you will reap the rewards for many years to come.

Tracy Collins, Confidential Virtual Assistant, owns/operates Collins-Admin Services, http://www.collins-admin.com a virtual assistance company based out of Pennsylvania. Offering confidential virtual administrative support services to entrepreneurs/small business owners who feel they need higher than average confidential assistance. For more great articles about business and confidential virtual assistance visit her blog at http://www.collins-admin.com/blog