Think about your last interaction with a company. Was it the drive thru you grabbed lunch at yesterday? The accountant you met with to go over your taxes? Whatever it was, think about your experience there. Would you return? Why?
Oftentimes the level of customer service will make or break our desire to do business with a company. In fact, 86 percent of buyers will even pay more for a better customer service experience.
And that’s how Excel Business Systems has become so successful.
An authorized dealer of three major office equipment manufacturers, this niche isn’t the first industry you’d think of when imagining an amazing customer experience. This is why Excel decided to do more…since they opened their doors back in 1984. Here’s how you can too.
No matter the service or product you’re selling, there is always an opportunity to connect with your customers on a personal level. This could be as simple as writing a follow up email that addresses your customer by first name or making sure you smile every time you meet a potential client, despite how hard your day has been.
“We found success by realizing that a customer-relationship-focused dealership would set us apart in a predominantly transaction-based industry back in the early 1980s. Customers wanted to be heard, and we were there to listen and build valued relationships with them,” explained Frank Montisano, Owner and President.
As a small business, you have the opportunity to get to know your customers better than employees and managers at large corporations would. While you might be an owner who is too busy to meet every client or an HR manager who doesn’t directly touch every interaction, you still possess the chance to truly listen to your customers and build those relationships.
When you’ve got so many things going on, how do you maintain the most important factor of a great customer service experience: happy employees?
Montisano explains what Excel does: “We have a deep commitment to nurturing our team by providing ongoing training and tools to maintain fully knowledgeable sales, service and IT support delivery teams (happy team members!).”
By providing constant training to your employees, they’ll be better prepared to deal with whatever comes their way. The more they know about, say, frequent questions your sales reps are getting out in the field, the better equipped they will be to answer those questions before they’re even asked.
“A happy and efficient team equals happy customers. It's that simple.” Well said.
As the title of this article suggests, your key to success is doing one step more than your competitors. Think about what you’re currently doing that sets you apart. What could you do to make that differentiator even more impactful?
While Excel obviously places a huge standard in customer service, they also have a strong desire and commitment to supporting the community around them.
“We have a sincere commitment to our community. We strongly believe in giving back to our community, as well as supporting the development, wellbeing and care for the individuals who live within it. We believe in supporting other local businesses,” explained Annie DiMattia, Administrator.
By donating time and money to local charities, Excel is able to strengthen ties within their community, build relationships and be a part of something bigger than just operating a business.
According to Small Biz Trends, 42 percent of small businesses give up to $1,000 to charity. While that may not be feasible for your small business, the fact that so many small businesses are so willing to open up their hearts and wallets to help their neighbors should inspire us all!
To learn more about Excel Business Systems, click here.