We all know that it costs much more to win new customers than it does to keep existing ones. Studies have shown that companies that keep 10% more of their existing customers are 100% more profitable. Hundreds of millions of dollars have been spent on customer loyalty surveys. Companies have to answer many questions before they can become customer centric. What do these clients want from us? What are the key reasons clients stay with a supplier? What makes customers loyal? Is your company an inflexible, self-serving, indifferent &     bureaucratic organization? Would you give your business to your company?     So why aren't more organizations customer focused?

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Part of the answer is the current business environment. When companies are focused on maintaining quarterly profits to please stock holders they can easily lose track of their long term strategic goals. We have also seen some companies try to cost-cut their way to profitability in order to win favor with Wall Street. In other cases the financial professionals simply do not understand the importance of good service delivery systems and customer service skills when it comes to winning and keeping customers. They continue to cut costs until they discover that they no longer have the service delivery systems and employee talent required to grow their business organically and capture additional revenue.

Develop an external customer focus through internal initiatives

Developing an external customer focus will help to unite your company's departments in a common cause. Companies that drive an external client focus find that they have less of a problem with the "Silo" or "Great Wall" effect.

Let the customers drive the organization

Listen to your customer contact people

Manage your cycles of service

Make sure that all your departments get the customer service message

Phone systems are not a substitute for good customer service

Customer service and loyalty excellence is a two-way street

We have yet to find an organization with poor employee relations that has excellent customer relations. If you treat your employees well then they will treat your customers well. Employees who are valued and feel like they are contributing members of the team will go the extra yard for your organization and your clients.

Train, retrain and measure the results

Retrain your front line customer contact employees and their supervisors within a 3-month time frame to reinforce the skills and tools. Have your managers discuss how they can help your employees master the new tools and techniques. If necessary hire some new employees who are more customer focused.

Remember to "walk the talk"!

A wise old trainer once said; "A hundred employees can hide in the shadow of one reluctant manager".

The common denominator among successful companies is that they are process-driven and always FOCUSED!

For a full copy of the new Sales Focus whitepaper "Customer Service Excellence" please visit www.SalesFocusInc.com.

Good Selling

What is YOUR sales Challenge? Ask Max the sales questions you want answered. Ask Max.

About Sales Focus Inc. Sales Focus Inc. is a consulting, management and outsourcing company that focuses strictly on sales. We help our clients during these difficult times to take business away from the competition. In down economic times, focused companies will not only survive, but also thrive! We offer cost containment and profit enhancement solutions. Profit enhancement is a different mindset than cost cutting. Cost cutting means doing less of something; profit enhancement implies doing more of something that will boost the bottom line. We represent the concept of focused profit enhancement solutions.

Sales Focus is driven towards a single goal: "Generating Immediate Revenue for our Clients!" Whether it's implementing our S.O.L.D. Methodology, Developing Specialized Training Programs or Launching an Outsourced Sales Force, we remain focused on the goal of TACTICALLY GENERATING RAPID REVENUE. Let us help you not only meet, but exceed your sales goals.

For more Information or to see if we are a good fit with your company, contact us directly, 866.840.8305 or 410.442.5600, send us an email at info@SalesFocusInc.com or visit our web site: www.SalesFocusInc.com. Request a free white paper while calling us or visiting our website.

Sales Focus Inc. 3210 Florence Road, Suite B Woodbine, Maryland 21797 P. 410.442.5600 F. 410.442.5102 Toll Free: 866.840.8305 URL: www.SalesFocusInc.com

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