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#66: Tactical Tuesday: Boost Marketing through Stellar Customer Service with Guest Host Francis Waldecker

Overview:

Jason A. Duprat, Entrepreneur, Healthcare Practitioner and Host of the Healthcare Entrepreneur Academy Podcast invites Francis to return as guest host. In this episode, find out how to leverage stellar customer service to elevate your marketing and brand. Discover the three things you must do consistently to provide outstanding customer services and the value of having multiple touch points for customer conversations.   

 

Episode Highlights:

  • Within the healthcare industry, and across many other industries flooded with options, customer service is extremely important to stand out from the competition. 

  • Francis shares two major brands that deliver outstanding customer service. One example is Amazon. By offering free two-day delivery, compared to others who charge high rates for a longer delivery time, Amazon has crushed the competition.    

  • Another example is Zappos. They enhance customer service by not putting a time limit on phone calls when a customer service representative is speaking to a customer to troubleshoot problems and ensure satisfaction. 

  • Customers calling in are important and valuable prospects because they’re taking an extra step to learn more about your product or service offering beyond using the internet.  

  • Great customer service experiences provide positive advertising because they generate word-of-mouth. These experiences get customers talking about your business to their family and friends. 

  • There are three things Francis recommends you must do to ensure stellar customer service. Answer your phone, provide a solid online or in-person experience and follow up. 

  •  If you encounter a negative customer experience, apologize. Listen to the complaint, provide empathy and ask what you can do to make it right.  

 

3 Key Points:

  1. Answering your phones when they ring is a strong way to deliver great customer service because those customers are seeking immediate answers to their questions.   

  2. Having a process and system in place helps you greet customers properly when they enter your business and allows you to get to know your regular customers better.  

  3. Following up with customers after you’ve provided a product or service is a point of differentiation. Some examples include sending a thank you note or an email to check in to ensure their experience with your brand was positive.

 

Tweetable Quotes:

  • “One of the biggest ways you can differentiate yourself and get a lot more people coming in talking about you is by providing really, really good customer service.” – Francis Waldecker

  • “I know you don’t really think of Amazon as customer service. But, think about their two-day shipping. What better customer service could you give than getting people their online orders quicker and faster?” – Francis Waldecker

  • “The number one way I see most businesses falling short is not answering their phones.” – Francis Waldecker

 

Resources Mentioned:

 

#HealthcareEntrepreneurAcademy #HealthcareBoss #healthcare #entrepreneur #entrepreneurship #bizstrategy #customerservice #marketing #branding #customerexperience #customersatisfaction

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