Comments on: 5 Reasons to Over Service Your Customers http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/ online accounting Sun, 14 Mar 2010 21:15:47 +0000 http://wordpress.org/?v=2.8.5 hourly 1 By: Lyndsey http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-2149 Lyndsey Tue, 24 Feb 2009 07:31:17 +0000 http://www.saasu.com/?p=1496#comment-2149 My point why trying to over deliver is in reality a very bad thing.Customer Service skills like these are among the most sought after skills today by Human Resource professionals! Improve your performance and value to your company today! It's fast and it's easy! My point why trying to over deliver is in reality a very bad thing.Customer Service skills like these are among the most sought after skills today by Human Resource professionals! Improve your performance and value to your company today! It’s fast and it’s easy!

]]> By: Curt http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-2146 Curt Mon, 23 Feb 2009 14:08:26 +0000 http://www.saasu.com/?p=1496#comment-2146 this is a very effective article for business people. because a good business build up by the customer satisfaction. there in the article 5 important topics are discussed. among them to me the most valuable is customer service what ever you do if you cannot satisfy your customer you are out of market. this is more important for the business those are service oriented. this is a very effective article for business people. because a good business build up by the customer satisfaction. there in the article 5 important topics are discussed. among them to me the most valuable is customer service what ever you do if you cannot satisfy your customer you are out of market. this is more important for the business those are service oriented.

]]> By: Sharon http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-2140 Sharon Sun, 22 Feb 2009 11:16:15 +0000 http://www.saasu.com/?p=1496#comment-2140 Trying to over deliver is a bad thing and The only way you can exceed customer expectations is by doing what you agreed to do, and to treat customers with dignity and respect as you do so. Trying to over deliver is a bad thing and The only way you can exceed customer expectations is by doing what you agreed to do, and to treat customers with dignity and respect as you do so.

]]> By: Marc http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-2112 Marc Mon, 09 Feb 2009 01:27:51 +0000 http://www.saasu.com/?p=1496#comment-2112 I agree Dave, that's our philosophy. We are working on customer self service so people can easily pickup old invoices etc but the intention is not to remove the human element of interacting with customers, just enhance it. After all some customers like doing things electronically and prefer not to speak to people so it's also a lot about letting people choose the way they want to interact with companies who supply them. To be upfront though we will tend to push to do this online so people can share in the info and because a quality service offerings scales so much better when assisted (but not run) by technology. I agree Dave, that’s our philosophy. We are working on customer self service so people can easily pickup old invoices etc but the intention is not to remove the human element of interacting with customers, just enhance it. After all some customers like doing things electronically and prefer not to speak to people so it’s also a lot about letting people choose the way they want to interact with companies who supply them. To be upfront though we will tend to push to do this online so people can share in the info and because a quality service offerings scales so much better when assisted (but not run) by technology.

]]> By: Perth Water Tanks http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-2111 Perth Water Tanks Mon, 09 Feb 2009 01:07:27 +0000 http://www.saasu.com/?p=1496#comment-2111 This has really opened my eyes to the difference between customer service and self- service. We were heading down the path of thinking that self service like online ordering, payments and account reminders could replace customer service and consequently the number of staff needed to provide the service, but as Adam Fox points out, you are are probably far more likely to get paid (or pay) an account following a friendly reminder call instead of a threatening automated email. There is also nothing worse than a sales person who pours it on to make a sale, and then when it comes to support there is nobody to help you except an FAQ section on a website. I think we need to remember to use the self- service tools available to improve customer service, not replace it. This has really opened my eyes to the difference between customer service and self- service. We were heading down the path of thinking that self service like online ordering, payments and account reminders could replace customer service and consequently the number of staff needed to provide the service, but as Adam Fox points out, you are are probably far more likely to get paid (or pay) an account following a friendly reminder call instead of a threatening automated email.

There is also nothing worse than a sales person who pours it on to make a sale, and then when it comes to support there is nobody to help you except an FAQ section on a website.

I think we need to remember to use the self- service tools available to improve customer service, not replace it.

]]> By: Ski Resorts http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-2109 Ski Resorts Mon, 02 Feb 2009 06:04:44 +0000 http://www.saasu.com/?p=1496#comment-2109 In my point of view Over servicing customers is bad for business.I feel over-servicing the customer means that organization is unable to deliver required services. In my point of view Over servicing customers is bad for business.I feel over-servicing the customer means that organization is unable to deliver required services.

]]> By: How To Start A Business In South Carolina http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-2096 How To Start A Business In South Carolina Sun, 18 Jan 2009 15:12:18 +0000 http://www.saasu.com/?p=1496#comment-2096 I guess you can over service you customers to the point of loosing them. I have always had the opposite problem. Sales people that did not give enough customer service. Regards, Greg I guess you can over service you customers to the point of loosing them. I have always had the opposite problem. Sales people that did not give enough customer service.

Regards, Greg

]]> By: Adam Fox http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-939 Adam Fox Tue, 12 Aug 2008 00:17:20 +0000 http://www.saasu.com/?p=1496#comment-939 The most cost effective 'over servicing' is when your competitors consistently 'under service'. With my business all we have to do to 'over service' our customers is to respond to their phone calls or emails. Our customers are constantly surprised when we give them a quick call, or follow up on their questions... for us it's all part of the basic service... something we factor into our business model... and the end result is that our competitors' customers, quickly become our customers... The most cost effective ‘over servicing’ is when your competitors consistently ‘under service’. With my business all we have to do to ‘over service’ our customers is to respond to their phone calls or emails. Our customers are constantly surprised when we give them a quick call, or follow up on their questions… for us it’s all part of the basic service… something we factor into our business model… and the end result is that our competitors’ customers, quickly become our customers…

]]> By: Marc http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-936 Marc Mon, 11 Aug 2008 12:17:49 +0000 http://www.saasu.com/?p=1496#comment-936 G'day Michael. I know what you are saying and I agree. I'm talking about costed over service. In our case that might meaning taking the odd phone support call from a free customer who's a bit desperate for help (who technically shouldn't have that provided). Statistically we get a good response and the signups to paid covers the upfront bet we place. Giving time or services is a bit like placing bets in my experience. Knowing which ones to make. I totally avoid the unaccounted for cost of sale. Lots of businesses make that mistake, I relate to your comments I have done the same in the past and have learned some hard lessons. I'm talking about beating the customer expectation. Not taking it to a loss making extent. "Powerfully decline" is a good tool I was once taught. One example that always sticks with me is when I used to get my car serviced and they washed it, it felt damn good, they overserviced me, and I'd always tell people about it. I never asked for it to be washed, but I bet actually ended up paying for it. I'm sure they costed the overservicing. G’day Michael. I know what you are saying and I agree. I’m talking about costed over service. In our case that might meaning taking the odd phone support call from a free customer who’s a bit desperate for help (who technically shouldn’t have that provided). Statistically we get a good response and the signups to paid covers the upfront bet we place. Giving time or services is a bit like placing bets in my experience. Knowing which ones to make. I totally avoid the unaccounted for cost of sale. Lots of businesses make that mistake, I relate to your comments I have done the same in the past and have learned some hard lessons. I’m talking about beating the customer expectation. Not taking it to a loss making extent. “Powerfully decline” is a good tool I was once taught. One example that always sticks with me is when I used to get my car serviced and they washed it, it felt damn good, they overserviced me, and I’d always tell people about it. I never asked for it to be washed, but I bet actually ended up paying for it. I’m sure they costed the overservicing.

]]> By: Michael http://www.saasu.com/2008/08/08/5-reasons-to-over-service-your-customers/comment-page-1/#comment-935 Michael Mon, 11 Aug 2008 04:52:11 +0000 http://www.saasu.com/?p=1496#comment-935 Nope. I disagree. Customers build up unrealistic expectations that you can't consistently deliver when you overservice. Overservicing my clients lead to being taken advantage of. In theory, the concept seems valid, but in my reality, I end up wasting time and money with tyre kickers, and freeloaders. I started charging people for what they had been getting for free, and suddenly, what I was doing wasn't necessary any more. Since stopping overservicing, my profit has increased, as has my free time. Nope. I disagree.

Customers build up unrealistic expectations that you can’t consistently deliver when you overservice.

Overservicing my clients lead to being taken advantage of. In theory, the concept seems valid, but in my reality, I end up wasting time and money with tyre kickers, and freeloaders.

I started charging people for what they had been getting for free, and suddenly, what I was doing wasn’t necessary any more. Since stopping overservicing, my profit has increased, as has my free time.

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