Customer Service is Like Driving: You’re Likely NOT Above Average

Did you know?

A full 80% of companies say they deliver "superior" customer service (source: Lee Resources).

Are you among them?

Yay, you rock.

But wait ...

Only 8% of customers think those same companies deliver "superior" service.


Boo, you suck.

Sorry, it's true. Service is like driving. Most of us think we're way better at it than we are.

And if you say, "No way! My clients love me!" again, sorry. Just survey your clients anonymously and you'll discover that many -- maybe even most -- just aren't that into you.

But wait ...

Now that you know your service probably isn't superior, you can do something about it.

Here's a simple idea: Send surprise gifts.

Example: Each month, I mail a status report with a small gift to my retainer clients. Past gifts have included waterproof speakers for the shower, gourmet popcorn, books, and audio CDs.

And that doesn't include gifts I send to clients on spur-of-the-moment occasions. Like the "Get Well" care package I shipped to one client on Monday after I learned he had hip surgery.

I don't have to guess if my clients like my service. I know they do. Because they stay with me for years. And they say nice things. Like this email from the client who had surgery:

Holy cow! What a cool box of soup. Such a great presentation!

Wanted to say a big thanks to you for this. Soup for dinner tonight at our household.

Thanks again Kevin!

Think: Who hates surprise gifts? Nobody.

And who sends you surprise gifts? Nobody.

See how easy this is?

Don't worry. You can send gifts to clients without breaking the bank. Thank-you notes ... flowers ... chocolate ... birthday cards ... they're all good.

Just don't cheap out on this and go all digital with your gifting. A real business sends real stuff. Do something tangible.

One more thing ...

If you own a real business in the U.S., you can have a box of 11 Marketing Multipliers tools delivered to your door by mail.

It's the gift that gives you more new clients like your best clients.

Because you get it for only 100 pennies.

A buck.

It's a bargain.

And it's easy:

1) Try Marketing Multipliers here

2) Look for it in your mailbox in about 5 days

Kevin Donlin

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