Great Customer Service Begins Before your Prospects become Customers

I always have bad experiences at doctor’s offices; I’m forced to wait too long, they try to charge me in full when my insurance is accepted, you name it. I found myself going back to the same place over and over purely because I was fed up with disappointment everywhere I went. I recently got sick and decided it was time to try somewhere new again. I was pleasantly surprised to find an office close by where I could check in online. After I filled out the online forms I immediately got a call saying there was a 30 minute wait and they would call me back to tell me when I should leave my house. Very nice.

Before I even got there I was impressed. When I walked in and didn’t have to wait in the waiting room I was overjoyed and when I got a follow up call the next day checking to see if I was feeling better and had gotten my prescription all right, I was hooked. Their exceptional customer service began before I was even a paying customer and then followed through the next day.

At 4CP, we try to do the same. We make sure that all of our prospects are aware of our convenient customer services on our website and we always focus on our values, not on the products we produce. When our sales reps are talking to prospective customers, they focus on things such as honesty, responsibility, our expertise and our respect for the environment. People understand that we produce full color print projects, what they want to know is how well we’ll work for them.

We recently had someone tell one of our sales reps that he had tried new print suppliers over the last 15 years but was constantly disappointed, thus always ending up back with the supplier he was comfortable with. So does ‘comfortable’ mean ‘satisfied?’ Doesn’t sound like it. It takes more than just a list of products we produce to get people stuck in this rut the courage to break free and try something new.

The promise of honest work and guaranteed responsibility are promises that potential customers want to hear and witness. Letting them know that they are priority number one before they even walk in the door is crucial and following through with those promises every time you work together is even more vital. When I go back to that doctor’s office, it will be because of the great service and sincerity that they gave me. The goal is to make customers come back to you because you gave them a great experience, not because you’re the best of the worst.