Tony Milford, Managing Director of Vantage, offers his thoughts on how the principles of reciprocity can help your service and support teams to drive sales.
reciprocity
If someone does something nice for me, I'm more likely to do something nice for them – it's human. Your support team, be they on a helpdesk or in the field, are always helping people with problems. If they also do something unexpectedly 'nice', ideally after they have done what they were expected to do, it invariably leads to clients being much more receptive to future suggestions. Whilst price is important for some, service is important for everyone, and people deal with people.
Your service and support teams are uniquely placed to be at the forefront of your customer relationship strategy. Your service management system should empower that strategy by, amongst other things, making it easy for users to enter information and then to output it in ways that help your business to spot opportunities and stop little problems becoming big ones. In our experience, it's the extra things that make people remember why they like doing business with you. No software can do it by itself of course; it's a cultural thing that everyone has to buy into.
For more information about Vantage Online, visit www.vantagecomputing.co.uk