The most important lesson I’ve learned after 20 years selling promotional materials

Hi,

My name is Terri Muscat and I am the founder of Bizee Body Promotions.

Here are a few things about me:

1.      I am a woman.

2.      I run my own business and have for many years.

3.      I love dogs.

4.      I’m all about creative partnerships.

I am writing this blog to help others who are new to promotional marketing and to develop partnerships.

I absolutely love making new connections because you never know where they may lead.

I have been in this industry for over 20 years now.  The one thing that has really worked for me in business is my expertise in customer service.  There is always going to be someone that can provide a better price than you or even a better product, but the value I have in my business is that I treat every interaction as a partnership. 

A customer, to me, isn’t just a transaction with a dollar value.  A customer is a connection – a personal and business relationship.  My customers help me grow on a daily basis and solid relationships help grow my business.  Customer service leads to return business and word-of-mouth advertising.  This knowledge has helped me stay in business.

Statistics demonstrate that customer service is always the most important aspect of any business.   Here are a few important statistics to point out:

• 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)

• A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. (Bain & Co.)

• 70% of buying experiences are based on how the customer feels they are being treated.  (McKinsey)

• 55% of consumers would pay more for a better customer experience. (Defaqto Research)

We could go on and on about the importance of customer service, but from my own personal experience after 20 years in this industry – it’s not about the best price or best product, it’s all about the service provided.

Now, the question becomes what can you do to provide better service? 

For me, it’s simple.  I listen well, communicate well, and anticipate a client’s needs.  When there is a meeting of the minds between you and your client, a sense of trust is forged.  I build upon that trust by making sure my customers know their products are safe, when they will arrive, and helping in additional ways to ease my partners’ burden.

 

For example, if I have knowledge that could improve what they’re doing or know about something specific that they may not know, I share that information.  I am not simply selling product, I am aiming to be an extension of their marketing team.  That’s my customer service.