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Consistency Yields Repeat Customers

July 7, 2005 By Joe Rawlinson

Last year when I had my car inspected, Klingemann Auto did a decent enough job in a timely manner. This year when the time came to repeat the inspection, I headed back to them but was met with a surprise. Their service was not what I was expecting. They were inconsistent and thus lost my business.

Is your service consistent?

You must continually provide your customer with a quality experience. People who have done business with you in the past may return because they were pleased the first time around. However, if you don’t provide the same level of service they are expecting, they’ll walk right out the door and into the arms of your competitors.

If I called you up to purchase your product, would I get the same response if I called you next week? Would my friends get the same service if I recommended you to them?

When your customers know that they’ll be treated well at your business, they will avoid the unknown competitor and remain faithful to you. To maintain the positive impression in your customer’s mind, you must reinforce it with every interaction, transaction, and meeting.

Consistently meeting and exceeding your customer’s expectations will retain them as long term return customers.

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