In B2B and B2C sales, going the extra mile for customers and potential customers is often the difference between an average and exceptional sales professional. It is also the difference between companies and brands that compete with others on price and selection and those companies that develop loyal followers that are not as focused on buying from the company with the rock bottom pricing.
Creating a sense of commitment and focus on customer service is a selling point for top companies in any industry. Going the extra mile can become a corporate culture, and it is highly effective at turning current and prospective customers into brand ambassadors that continue to help you grow and expand your business.
Options for Going the Extra Mile
Doing a bit extra for customers is not always about pricing. In fact, simply maintaining communication and checking in with the customer to make sure the order was correct and there are no questions is often one of the most appreciated gestures.
Taking responsibility and proactively contacting clients if there is a delay or issue with the order or sales is another benefit. Taking the initiative to correct the problem and offering the customer a solution before they call to make a complaint is another way to make your business stand out from the competition.
Offering more than a refund can also be a consideration for many businesses. Limiting any inconvenience to the customer and taking the time to listen to how they would like the problem solved can create a win-win situation for both.
Feedback and Reviews
Customers of any type who feel valued and appreciated by a company are the best advertising any company can have. These are the people that recommend your brand and business to friends, family, and colleagues. They are also the customers that help you to move into new markets and are there to provide feedback and reviews both online and in person.
Today, testimonials on websites and social media are a significant part of marketing for customer-centered businesses. These testimonials can be extremely powerful, moving new clients from their current suppliers to businesses with a solid reputation for customer service.
Going the extra mile and adding value beyond the sale is one of the best marketing strategies any company can use. This is true if you are selling to the public or making record-breaking deals with C-suite executives, and it all comes down to valuing customers and focusing on service.