Excellent customer service is often judged by the decision maker, or internal computer guru.  Treating these people extra special is often the key to delivering excellent customer service.

Here are some tips for scoring huge points with the guru or other key decision maker that will ensure you are perceived as a provider of excellent customer service:

  • Make the guru look good, like a hero, in front of his/her boss.  The more you make the guru look like a genius, the more he or she will tell the guys who sign your check, what excellent customer service you provide.
  • Really get to know the key people on the account.  Take a real interest in them.  Try to remember little details like where they went on holidays, activities their kids are doing, etc… When you ask about these things later, your reputation for excellent customer service is solidified.
  • Acknowledge the personal side of these people’s lives.  If they have a baby, get married, suffer a loss, etc.. send an appropriate gift or card.  Here again, small courtesy, big reward in terms of the perception of excellent customer service.
  • Whenever appropriate, share some extra productivity tips to help them get more out of their software.  Don’t worry that you’re teaching them something that could cause you to lose an hour or two of billing here and there.  They’re in it for the long haul with you; you need to be in it for the long haul with them.  This builds tremendous loyalty.  Whenever you put your client’s needs above your own, you are delivering excellent customer service.
  • Keep a running wish list of what they want and need IT-wise.  Prioritize it by month around their scheduling needs.
  • Help them clean out old IT assets and de-clutter. Spend 10 or 15 minutes with them, helping them sort what should be kept versus tossed.  This is another great way to deliver excellent customer service.
  • Offer to share best practices with the guru. Share things that you learned from other clients as well as outside sources.  
  • Conduct a formal customer satisfaction survey at least once a year.  Excellent customer service is all about exceeding expectations.  Using your surveys as a benchmark is a great place to start.  

Bottom Line on Excellent Customer Service
Excellent customer service is key to your business.  By focusing attention on the guru and/or decision maker, you put yourself in the best position to be known as a consultant who delivers excellent customer service.

In this article, you’ve been introduced to Excellent Customer Service. To learn more about how you can improve your knowledge about Excellent Customer Service, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.