Most business owners know it's easier and more cost-effective to keep an existing client than to acquire a new one. Even a small increase in customer retention can significantly boost profits.

Have you ever had a sale fall through or seen a client relationship fall apart? These moments of crisis might actually lay the foundation for future success and be the key to exceptional customer retention.

In this episode, Nikki explains how to turn sales failures into opportunities to build customer loyalty.

We learn how Nikki went above and beyond to resolve a delivery issue and satisfy her client. She also shares a negative example of a company that failed to deliver products and offered inadequate solutions.

It's crucial to take responsibility and make a sincere effort to resolve issues. Going the extra mile can turn customers into brand ambassadors while failing to do so can permanently damage relationships.

Tune in to discover customer retention tips that turn problems and complaints into win-win situations, keeping your customers loyal and even transforming them into enthusiastic fans.

Nikki invites you to join the Sales Maven Society. Take advantage of this opportunity to work together with you and Nikki. Bring your questions, concerns, and sales situations; she provides answers and guidance. Join the Sales Maven Society here, click Join Today, and then checkout and use coupon code 47trial to get your first month for $47.00!

 

In This Episode:

[01:08] The goal of this episode is to help you plan for those times when things just don't go well.

[02:51] Nikki shares an example of a delivery failure where slides didn't record with one of her clients. She ended up fixing it by recording a mini training that covered some bonus training that was in her original presentation. The client was very grateful and gave her a raving recommendation. 

[07:59] Going above and beyond and delighting clients is what we are going for.

[09:03] Going the extra mile allows people to be appreciative and possibly shout your praises to others.

[10:01] Nikki contrasts this bridge building experience with a company she was a client of that completely let her down. They didn't deliver and said it was her fault. They poured gasoline on the bridge!

[16:06] When something goes wrong, we have an opportunity to make it right and win the customer over. There's always an opportunity to make things right.

[16:36] Do you want to build bridges or do you want to burn bridges?

[17:46] What is something that you can do to delight and surprise a client when something goes wrong?

[18:06] If you have a story you would like to share I would love to hear it.

 

For more actionable sales tips, download the FREE Closing The Sale Ebook.

 

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Nikki Rausch

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