The following is a summary taken from a chapter in the book “Truth and Delusion”, one of many best-selling books by Dr Ivan Misner, founder of BNI.
“Ask those around you this question: “If you provide good customer service, people will refer business to you. Is that statement Truth or Delusion?
(A show of hands will be great) Don’t be surprised if more that 50% say Truth. Actually the correct answer is Delusion.
Good customer service is a prerequisite; it is a minimum expectation. People do not refer business to you to meet the minimum expectation, they expect more.
Members of BNI are encouraged to be specific about what they do and provide, and how this is uniquely valuable.
People are not buying customer service.
When promoting your business or service talk about the benefits and results rather than the process.
Most of all, remember that good customer service is only the beginning of the sales process – providing exceptional service and achieving the expected outcome for your clients will help provide more referral business.
So, I leave you with a question – have you told your colleagues the benefits of using your product or service?”
