Business Expansion 101: Secrets of an IPG call center operator

In today's marketplace, you're either growing or you're dying.
With that in mind, the single, most important factor that can
lead to improved statistics (revenue) is customer service.

Think about it for a second; where do you do business for
most of the things you consume on an everyday basis?
Personally, I tend to go with the place that provides the best
customer service. For example, when I need to fill up my
gas-sucking BMW, there are 4 gas stations at the corner by
my house. I always go to Station X because the staff member
behind the counter always goes out of their way to be pleasant.
Not just the phony stuff you hear all the time, but they are
genuinely service oriented. The thing is, everyone on the staff
at Station X is geared the same way.

This led me to the conclusion that the owner of Station X is
obviously doing something different than the other three stations I
could be using. This small detail is the difference between all of the
stations in the small radius. Therefore, the obvious statement can be
applied to business in general;

CUSTOMER SERVICE IS THE DIFFERENCE BETWEEN GROWING AND DYING.

All four stations I mentioned previously sell gasoline. All four have
minimum wage employees receiving money, dealing with customers,
and programming gas pumps. Station X gets my business because of
the level of customer service I receive. That is the ONLY difference
between the four, yet only one gets my business.

Translating this to the business world on a larger scale, think for a
moment how customer service impacts your buying decisions. Think of
where and how you spend your money. What makes you go to the same
hairdresser or the same restaurant? I would be willing to wager that you
repeatedly patronize the same business because of a feeling you get by
going to that place of business more than because of the actual product
or service you receive.

Any business that depends on customer retention and improved customer
perception should be using or employing the skill set of a Business
Development Center (BDC) to keep customers happy and eager to return to
your place of business. Something as simple as a follow up phone call
thanking a customer for doing business at your store can have a huge
impact on that person and most often, will bring them back for future
purchases.

A properly run BDC can also correct staff performance issues before they
grow out of control costing the business both marketing dollars and future
business. When a BDC is in place, accountability levels immediately rise due
to the fact that all staff members know their actions will be monitored every
minute of every day.

The bottom line is, if your business depends on keeping customers coming
back for more, a BDC can be the difference between going to Gas Station X
or the competition. To learn more about how a well run BDC operates,
download the special three page report below that answers some commonly
asked questions on how a BDC works and how your business can benefit from
employing one.

Get your special report here; "Secrets of an IPG call center operator"

Mike Malone
www.innovativeperformancegroup.com
(800) 781-2961