The phrase, which hates all clients

Leading companies act as if every day they face loss of customers, every one

- Tom Peters

Clients - one of the pillars on which rests the business. After all, even Bill Gates said that the most important thing in any case - is "a close relationship with customers." We need to cherish every one of them.

If you value your customers, then click "full text". From the article, you'll learn a phrase that hate your customers and due to which they can go to competitors.

The phrase is simple - just 5 words, but they can put an end to your business.

IT IS NOT IN MY COMPETENCE

Hearing this answer, the customer can turn around and go away forever, because it (unconsciously) know that it is a lie. Why?

First, that phrase you're shooting with the responsibility. If a client came to you, you have to help him, not to throw off from itself, "someone else's work."

Secondly, in the eyes of the customer you are - it's your company. And if you say that you are incompetent, then the client automatically becomes untenable the whole company.

Third, whoever you were in the company - sales manager, engineer or secretary - you are in the company. You know the company's structure and duties of employees. And even if the customer has not the right place and you really can not help him, you have to send it to the department, to the specialist who will solve his problem.

Here are a couple of examples.

Let's say you're an engineer Cisco (dream, so dream!). On one of the IT-conference came to you one of the clients of your company and complained about the performance of your service desk.

The answer is "It's not in my competence" would mean for the client at least two things: 1). a support is not working properly due to a lack of engineering support and 2). Cisco does not care about their customers.

Another situation. You - an accountant of one of the Internet providers. Client calls and says that he has "nothing to boot." "This is not my competence" - you reply and silently transfers a call to technical support. 15 minutes of waiting under the pleasant music - and your employer less per subscriber.

As well ought to do?

Engineer, as a minimum, to write e-mail client and transmit his complaint to the desired structure, and an accountant to stay on the line until not connect Help Desk Specialist, explaining politely that dialed the wrong number, but, despite this, we will help.

I WILL HELP YOU

That is, they want to hear your customers.

Be attentive to each of them, do not transfer its responsibility and remember customer problems - it is your expertise.

Finally everyone who values ​​its customers, be sure to also read the book Jack Mitchell "Embrace your customers'.