News of bad service travels fast. According to Todd Duncan, author of HIGH TRUST SELLING(Thomas Nelson, 2003). Unhappy customers tell an average of 10 people about their experience. Duncan offers five basic steps to providing extraordinary service to your clients. Step #1: Decide how good you will be at customer service. You are responsible for how your client is treated and no one else. Step #2: Publish your service standards. Make yourself accountable to your customers. Tell them what you are committed to doing up front. Step #3: Take only the business you can handle. If you can’t serve clients the way they should be served, don’t take their business. You should never open your doors unless you are ready to deliver over-the-top service to every customer who walks through them. Step #4: Survey your customers before, during and after the sale. Surveying them after the transaction is complete and the sale is final is usually too late. Step #5: Make a list of the five to 10 points in the sales process that the majority of your customers find most important. Then make these the places in the selling process where you give your customers status updates to keep them very informed. Visit Selling Power Magazine ( and Todd Duncan ( to learn more. • 508.435.0220 • Toll-Free 866.231.0100
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