客户服务就是销售 Customer Service is Sales

让我们面对现实,销售是商业的一切。并且一切都是销售。如果你没有销售那么你就没有生意。然而,人们往往忽视,企业的每一部分如何影响未来的销售。我认为顾客服务和诚实是影响销售的两个最被忽视的因素。
Let’s face it, in business sales is everything… and everything is sales. If you have no sales you have no business. However, what is often missed is how each part of the business effects the future sales the company will make. I think customer service and honesty are two of the most overlooked factors that affect sales.

让我举一个例子。有一天我们需要搬办公室。我们的旧房东希望我们能够在星期天之前搬家,因为假期的缘故,我们又没有办法在星期二之前跟新房东签合同。这就是说我们不得不搬两次家。我们给好几个搬家公司打了电话,其中一家价格最便宜所以我们雇了他们。然而,当他们到达以后,他们协商的价格比其他人还要高。
Let me give you an example. The other day we had to move offices. Because of how a holiday fell, our old landlord wanted us to be out of their office by Sunday, but we could not sign the contract with the new landlord until Tuesday. This meant we had to move twice. We called a few moving companies and one came in cheaper than the others so we hired them. However, when they arrived they negotiated the price higher than the other ones would have been.

我就明白了这是他们的销售计划。先给一个低的报价,然后再抬高价格。这让他们得到上门的机会,然后他们靠这种方法再多赚额外的几百块。这个听起来很聪明,是吧?但是,在长远看来他们损失了钱。还有很多。
I realized it was their sales plan. Give a low quote and then negotiate up for everything. It gets them in the door, and they make a few hundred extra RMB this way. It sounds pretty clever, right? However, in the long run they lost money… and lots of it.

他们不知道的是我几天以后还要搬家。尽管搬家的时候办公室设备都没有发生问题,但是我肯定不会再使用他们了。我觉得他们控制和欺骗了我。(如果那天搬家不是那么匆忙的话,当他们开始抬高价格的时候,我会马上解雇他们。)他们错失了下次帮我搬家的机会,不仅如此,他们还失去了在以后帮我搬不论是自己家还是公司的机会。他们也失去了我所有的推荐的机会。我妻子经营一个关于呼和浩特的博客,并且我们在呼和浩特的外国人圈里关系很不错。我们提供了很多推荐,但是只限于那些能够正确对待我们朋友的企业。
They did not know I would be moving again just a few days later. Even though the actual moving of my office equipment was fine, I certainly was not going to use them again. I felt like they had manipulated and cheated me.(Had I not been in such a rush the day I moved I would have just fired them when they started negotiating substantially higher.) They missed out on my next move, but more than that they also missed out on all my future moves either personally or professionally. They also missed out on all my recommendations. My wife runs a blog about Hohhot and we are really well connected in the foreign community in Hohhot. We give out a lot of recommendations, but only of those businesses we know will treat our friends right.

所以第二次搬家的时候,我们给一个蒙古族朋友打了电话。她推荐了一家帮助她搬家的时候对她很好的公司。他们到了地方,虽然我需要他们从另外一个地方再搬一个家具,但还是保持了原来的价格。(这样涨价也是合理的。)我对他们很满意,而且上个月我已经把他们介绍给别人搬家了。
So the next time we moved, we called a Mongolian friend. She recommended a company who had treated them well when they moved. The company arrived, and stuck to their price even though I had to also have them carry one piece of furniture from another location (which would have been a legitimate rise in price). I was pleased with them and have already recommended them to one other person in the last month.

当你提供良好的客户服务,又很诚实的时候,每一位你服务过的客户都会成为潜在的推荐来源。随着时间的推移,你的生意自然增长。最开始的一年是最艰难的,但是当你服务了足够数量的客户的时候你就开始得到良好的声誉,然后就有人推荐你,得到顾客就会变得越来越容易。但是如果你使用便宜的技俩,之后在你所有的客户嘴里都得不到好口碑,你的生意不仅不会从推荐人增长起来,反而得到新的客户会越来越难。你的老顾客不仅不会帮助你的生意增长,还会阻止他们的朋友找你干活。
When you give great customer service and you are honest each client you serve becomes a future potential referral source. Over time your business grows naturally. The hardest years are the first ones, but after you have served enough customers you begin to get a good reputation and the referrals begin to take over and it become easier and easier to get more customers. However, if you use cheap tricks and leave all your customers with a bad taste in their mouth then your business not only does not grow through referrals it also slowly becomes harder and harder to get new business. Instead of past clients helping your business grow, they stop their friends from using you if they get the chance.

每个人都会做出一个选择,但每个人也收获他们所播种的。如果你选择的是良好的客户服务和诚实守信,你将播种未来的成功到你的生意上。如果你选择的是肮脏的技俩和快速的利润,你正在播种你的生意未来的消亡。今天就做出一个正确的选择。
Everyone gets to make a choice, but everyone also reaps what they sow. If you make the choice of better customer service and honesty you are sowing future success into your business. If you make a choice of dirty tricks and quick profit you are sowing the future demise of your business. Make a good choice today.

(顺便你想知道那个服务很好的搬家公司的话,我会告诉你。)