The Value of Support
Products are products and most people have several options when it comes to purchasing them. They can decide on price, convenience, location, or other reasons. One of those reasons, a very important one, is after sales support.
Yesterday, this blog, and one other we produce, were attacked by a hacker or someone who little better to do. such is life. There will always be people with so little selfesteem that they will resort to attempting to hurt others instead of actually trying to be productive!
Now this could have been a huge problem for us and a distraction or inconvenience to those who read our blog. But we had a back-up and our web host responded quickly and efficiently so the issue was resolved quickly and without much headache.
But it could have been much worse. The difference was that our web host responded quickly and efficiently and helped us restore the site and recover data. All it took were a few e-mails and they did most of the work for us. They showed they were committed to their customers and the result is that I now have an extremely positive comfort level with them and would recommend them to anyone.
You see, sometimes that best way to gain a customer for life is by helping them when they have a problem. Everyone is nice and helpful when they are trying to close a sale (well, most people, anyway…) but the real test is after the sale when problems arise.
There is a saying that after sales service is not a profit generator. They say that service spends money not earns money. We believe that is just not true. The fact is, that many people would pay a premium price to have access to world class service and have the peace of mind in knowing that you are there for them when problems arise.
Yes, there are people who buy on price and price alone. In todays economy there sometimes is a great reason to do just that. But there are a lot of others who look at the total picture and the total experience before they purchase.
How well would you stack up with those people? You just might want to take a look at that and readjust your thinking on after sales service.
The Customer Service training Institute
http://www.infowhse.com
