Customer Exit – Customer Service for the “Goodbye”

We have talked before about the importance of the first impression for a customer that walks IN to your business. But what do you do for the one walking OUT?

For the new customer we strive to create a POSITIVE service image by being FRIENDLY and interacting appropriately.

GREET people. Make eye contact. Be honest. Care. Listen. Respond effectively. Resolve complaints. Always maintaining a positive, courteous, helpful tone. And finally, NEVER blaming or giving information that could damage the office reputation.

What we have not talked about is their FINAL impression of you and your business.That often gets overlooked.

Just like we talked about in our blog about closing your presentations, there is always room to polish the skills used when it is time for the customer exit.  Sending away a happy customer, with a pleasant “goodbye” and a promise of future business, needs to be a priority.

When it is time for the Customer Exit:

• State something pleasant that reinforces the value that your client got (like, “Well it seems like you’re all set,” or “Did everything work out well?”). This is your opportunity to check for customer satisfaction, just like Ed Koch’s famous line, “How am I doing?”.
• Review next steps (like discussing the actions that the customer or the provider will take following this appointment).
• Ask if they have any questions.
• Ask about any other difficulties that can be resolved (show compassion and use this time for possible cross-selling or referrals in your network).
• Make the next/follow-up appointment, if required.
• Ask if the customer can refer your business to others (“Would your friends/relatives benefit from using our service?”)

Your customer should leave your business confident in the idea that if they need your services again, you will be the company that they call.

Ask yourself if you have done everything you can to make that repeat business occur.

This information is from the Improving Customer Service class. If you’re looking for ways to improve your communication skills, register for one of our public classes.

How to say Thanks to a Client or Customer For Their Business

When Business Relationships End, How Do You Say Goodbye Properly?