Working new leads and getting that service contract signed isn’t just for your dedicated sales team. In fact, everyone in the office should be encouraged to get in on the fun. After all, each and every customer interaction creates a new opportunity to razzle and dazzle them and potentially upsell or close a deal. That may sound easier said than done, but here are a few tips that can help you get there.
Hire The Right People: As an office manager, you interact with customers every single day and handle all sorts of responsibilities ranging from customer service, scheduling, and even accounting. That’s why it’s important to take your time and hire smart when you decide to bring on new office personnel. Look for qualities like adaptability, patience, a positive can-do attitude, and a willingness to learn. What you’re really looking for is a team-oriented problem solver and an excellent communicator. Finding this person may be a challenge, but the results will be worth the effort.
Create A Mindset: Shift Customer service and sales go hand in hand. After all, both help to address issues and provide solutions. Unfortunately, not everyone may see it that way, and you might need to encourage your team to think differently about their job. When you and your team view yourselves as problem solvers, sales can come naturally as you work to help customers. There’s no need to be pushy or aggressive. But there’s nothing wrong with presenting solutions that may have a dollar value attached. The Client Development Institute has a ton of helpful tips to assist with this.
Be Proactive: Providing an excellent customer experience means more than simply being courteous. It also means listening intently to what your prospects and customers have to say, asking plenty of follow-up questions, and anticipating their needs. You should never be afraid to pick up the phone and contact customers who haven’t been serviced in a while. Likewise, don’t be afraid to offer advice when you can. Your customers aren’t experts in your industry and may be looking to you for guidance. Give it to them. While you’re talking, be sure to jot down some notes your salespeople can follow up on.
Train On Your Services: Pop quiz. How well do you know your company’s products and services? Do you know which solutions your company employs and why? Can you talk about why your approach is better than your competitors’? Chances are, you probably know quite a bit. Especially if you’ve been in the game for a while. But learning more about your offerings is always a good idea. You never know what new opportunities you may uncover when talking with a customer or prospect. Plus, that extra familiarity can help you become knowledgeable experts in the eyes of your customers.
Use A Call Script: Hey, this isn’t high school, and you don’t have to worry about getting caught using crib notes to pass the exam. There’s nothing wrong with thinking about what you’re going to say ahead of time and putting together an effective script. Working with your team to develop a script that checks all the boxes and asks the right questions can create consistency with your customer support efforts and ensure clear communications. It can also shorten the learning curve for new employees who may not have a ton of experience talking with customers and can help improve your close rates.
As an office manager, one of the most important roles you serve is to be a problem solver for your customers. By following the tips outlined here, you’ll be on your way to providing all-star service and perhaps even closing a few new opportunities in the process.
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