“Is there anything else I can help you with?”
This question has been hammered into the DNA of everyone who’s ever worked with customers and clients. Why? So that the company can make sure its customers are satisfied. And uncover more opportunities to sell.
But that phrase has become essentially as ineffective at ensuring customer satisfaction as the phrase “How are you?” is at learning anything meaningful about your friend.
When someone asks how you are, you say “Fine, thanks!” In order to get the real answer you have to dig deeper. Something along the lines of, “Everything been going okay for you lately at work/with the family, etc?”
Similarly, when a customer service representative says “Is there anything else I can help you with?” we automatically say “No.” Unless we were already planning on speaking up about something else. That question has become very bad at actually getting useful information out of customers or uncovering other areas in which clients can be helped.
Here also, we should be digging a little deeper. “Can you tell me how everything has been going with your relationship with us?” “Is there anything we can be doing differently that would help you?” “How’s your experience been with us in the last year?”
Customer surveys are a decent shortcut. But they’re just that–a shortcut–and your customer knows it. Having that conversation yourself with your customer builds more rapport and trust. Your customer feels valued, heard, and genuinely cared for.
Imagine you have a large client who regularly depends on your company for a vital service. Let’s say the client has become frustrated with a lack of promptness from your team, and it has become a big enough problem that they’ve started considering other companies to use. Finally, with no warning, they make the phone call to close out their account. You’re shocked and insist you’ll do anything to help them. But it’s too late. They wouldn’t be ending their relationship if they hadn’t already set up a new relationship with a different company to take your place. And since they’ve got that up and running, you don’t have much going for you. It doesn’t mean the relationship absolutely can’t be salvaged, but you are at a serious disadvantage.
This scenario applies to almost any business. If someone needs a bank account, they don’t close their accounts until they’ve found a replacement. If someone needs an equipment supplier, they don’t end their relationship until they’ve found a supplier they think will serve them better. If someone needs a Human Resources management system, they won’t deactivate their current system until they’ve got the replacement set up and ready to go.
That means waiting till customers bring up their concerns can put you at a huge disadvantage.
What if you and your whole team were always proactive to check in with your clients? Not “Anything else?” or “How are you?” Instead, legitimately checking in–like “What have we been doing well for you lately, and what has been causing problems for you?” or “How can we serve you even better?”
Some customers wear their hearts on their sleeves. But others don’t. And if you want to keep those customers, you have to get them to open up to you before it’s too late.
I do this and and I’ve seen my own team members try it, and I can tell you it’s a game changer for sure.