What procedures have you put in place to ensure great client satisfaction?

Client satisfaction for many businesses resides in two or three main areas.

• In telecommunications it’s all about savings and service – clients are satisfied when they save money and receive service.To ensure savings, Phonelink consultants will contact their clients a couple of months after the sale to ensure that bills are running accurately to our forecast and that they are saving money. This is repeated six months later to ensure the client is still on the best rates available. When it comes to service, Phonelink staff maintain regular customer service calls with a compulsory follow up to client requests and enquiries. This ensures that positive communication is maintained between Phonelink and its client base.
• We are also very big on quality control. Regular surveys and frequent check-ups from territory managers ensure that all staff are consistently performing at their best.

There are some basic rules we have in place to ensure continual quality service:

• All calls are returned by the end of the day.
• All emails are addressed and responded to appropriately.
• Quality assurance guarantees our timeframe of delivery.
• Keep the lines of communication open and ensure that the client is kept informed of where you are at in the process.

For more of this on procedures for customer satisfaction check out “Secrets of Entrepreneurs Under 40 Exposed!“

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After starting Phonelink Communications in her lounge room, Audrey has grown the business into a leading source of total communications services. Audrey is also very knowledgeable when it comes to referrals and has just started to franchise her business.

How does one achieve great sales from any situation?

Whether you’ve just met someone in the elevator or you’re giving a brief introduction in front of 100 people, you must know your products and their benefits comprehensively. You have 30 seconds to grab people’s attention. You want to plant a seed of curiosity and the urge for more information – ideally you want them to come to you.

To do this you must first determine the demographic of your target and identify their specific job or industry (if you are presenting at an event, you should do your research beforehand and determine who you will be presenting to). Using this information, you should craft a carefully considered introduction about the fundamentals of your company and then draw a relationship between the two or three products you chose to promote.

For example, at a recent luncheon I observed that about 50 per cent of the attendees were small business owners, 40 per cent were in management roles, and the final ten per cent was made up of other interested parties. Based on this demographic make-up of the room I carefully selected a combination of products and delivered this message:

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‘Hello, I’m Audrey Rodda from Phonelink Communications. Aside from providing corporate rates and saving thousands of dollars each year on all your fixed and mobile calls to SME and SOHO businesses, we also provide CRM solutions which will increase your productivity and more importantly, your revenue. The CRM is simple and effective and very well priced. We can actually link it into your BlackBerry which means before you walk into your next client meeting, you can view every interaction between your company and their company, from the last day to the last couple of years – including orders, complaints and so on. It also means you can place orders while sitting in their office, saving time and improving your business efficiency. If this interests you please come and talk to me.’
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If we look closely at this example, it is evident that three important things occurred.

• First, the introduction mentioned the company’s basic function, which is to save our clients money on their phone bills.
• Second, I incorporated the sale of one product with another by listing its benefits and how it would impact their role (remember that a sales message should be 30 percent products and 70 percent benefits).
• And finally, I issued a friendly invitation for all listeners to approach the speaker. I had several people approach me after this to source either one or both of these products.

Find more of this interview and sales techniques check out Dale Beaumont’s “Secrets of Entrepreneurs Under 40 Exposed!“.

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