How Customer Service Can Float or Sink Your PI Business
When it comes to service businesses, making the customer happy is good for growth and reputation. The same goes for a PI business. If you don't pay attention to customer service, it may come back to bite you on the backside.
The success of your enterprise is due to many things. First, you have to have the capital to get started. Even if you work from home on your computer, there still needs to be money to implement certain processes. Second, it is due to your expertise. If you weren't a very skilled private investigator, no one would use your services. Third, you need customers to hire you and trust your work.
Even if you have the first two, without the third, you are going nowhere fast. Customers are the lifeblood of your business, especially if you are providing a service such as private investigation.
The Problem
Instead of putting customer service in front as a priority, many businesses place it on the back end. When things go wrong, they try to put out the fires by way of customer service. Ask yourself: If you were a client, would you want your satisfaction to be thought of only in the event that something goes wrong? Marketing and customer service go hand in hand in a PI business.
How can you solve that issue? If you can't find a way, the lack of professional and quality customer service processes will sink your business faster than the Titanic. Bad news travels fast. When a customer feels uncomfortable with you, they will let others know about it.
The Solution
When you plan your marketing strategy, include customer service. Here are a few pointers for implementing it at every stage of the game.
Sell ideas - When you advertise, forget telling everyone that you are the best in town. Anyone can say that (and they usually do). Instead, offer peace of mind by promoting the benefits of a private investigator.
Create a script - Whenever someone answers the phone or talks to a client, make sure that they are on the same page. Create a customer service script that everyone follows so that clients know that you are professional.
Return phone calls and emails - Send out a reply email that lets a customer know that you have received their message and will contact them within 24 hours. The same goes for an answering machine message or an answering service.
Stay in contact with everyone - Let past clients know that you still think about them and appreciate their business. Let potential ones know that you are available for their PI needs. Don't send them emails each week, but on a regular basis so they know you care.
Be helpful always - Even if the person doesn't become a client, offer the information that they need anyway. If you don't handle domestic cases, kindly refer them to a reputable investigator who does.
Without a plan in place, customer service issues might sink your PI business.
About the Author
Paul Beauchemin is the President of PI Profits, a Private Investigation Marketing Agency that is results-oriented for PI marketing, sales and customer service.To sign up for great marketing tips via email visit http://PIProfitsAgency.com or call 1- (888) 344-0434 to schedule a complimentary best practice marketing investigation briefing.
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