How many times do those in B2B or even B2C industries fail to understand customer service is sales. A new report just released by Astound Commerce through secret shoppers recognized seven retailers who excel in customer service through:
- Must have website
- Overall customer service
- Speed of delivery
- Efficiency of checkout
One of the top seven performers was The Home Depot. I know from personal experience this firm understands how serving the customers within the store will increase sales. Here in Valparaiso IN, the store has hired certified and licensed electricians, plumbers and carpenters to assist customers with their questions. Even though my husband is an engineer, he has been advised by these professional tradesmen of better ways to do home improvement as well as some of the new products.
For example, toilets for years had a wax ring that attached to the bottom of the toilet and closet flange. Over time the wax dries out and cracks. Several years ago through the plumber at Home Depot, my husband learned of a neoprene boot that is attached to the bottom of the toilet and then fits past the closet flange. The end result is a far better seal and one that does not not replacement. The cost of a wax ring under $5.00 versus the cost of the neoprene boot around $15.00. Husband spent $30 instead of $10 has he replaced not just one wax ring, but two.
Today I read Home Depot’s quarterly earning were ahead of expectations. Much of this was due to improved housing market and I also believe much was due to increase sales by loyal customers.
All SMBs have a 7-step-sales-process-advsys Within these 7 steps are third phases:
The third and final phase of keeping is one where both salespeople and customer service people work to keep those loyal customers.
Yes customer service is sales and if as a SMB owner or sales professional you forget this simple fact, you may be exposing yourself decreasing sales, declining profits and increasing stress.