1. Servicing

2. Selling is about getting customers. Selling is about getting customers. Servicing is about keeping customers. Servicing is about keeping customers. The two are equally important – two sides of a coin. The two are equally important – two sides of a coin.

3. Servicing You are the unique competitive advantage. You are the unique competitive advantage. Set servicing and business increase goals. Set servicing and business increase goals. You never close a sale; you open a long-term relationship. Dennis Waitley You never close a sale; you open a long-term relationship. Dennis Waitley Which order is the most important one, first or second? Which order is the most important one, first or second? Tangibilize Tangibilize Send notes, cards, small gifts, (not just e-mails) etc. Send notes, cards, small gifts, (not just e-mails) etc.

4. Servicing Always say thank you memorably. Always say thank you memorably. Dont forget anyone (review your account list regularly). Dont forget anyone (review your account list regularly). Always present new ideas. Always present new ideas. For increases For increases Pre-sell Pre-sell Set up renewals with increases. Set up renewals with increases. Handle complaints immediately and honestly (see them as an opportunity to prove how good you are at servicing). Handle complaints immediately and honestly (see them as an opportunity to prove how good you are at servicing).

5. Servicing Outrageous service makes customers raving fans – who will tell others. Outrageous service makes customers raving fans – who will tell others. Horrible service makes customers raving mad – and they will tell five times as many people how awful you are as raving fans tell others how great you are. Horrible service makes customers raving mad – and they will tell five times as many people how awful you are as raving fans tell others how great you are.

6. You and your relationship, based on trust, is the most important element in creating value for your company and keeping business. You and your relationship, based on trust, is the most important element in creating value for your company and keeping business.