Depending on the type of product or service you offer, it might be a good idea to consider different customer service levels for different customers.
For new customers, you might offer a full customer service option. You explain the product’s features and benefits, tailor the solution to the customer (where possible) and put plenty of effort into making the customer comfortable.
But for experienced customers, who know your product or service inside and out, an “express” service plan might be a better idea.
They pick their product, your process their sale, they’re on their way. You can even take a leaf out of the book of supermarkets and develop self-service options for these customers.
The big question is, do you make this “express” option a feature or keep it hidden from customers?
This will depend on your business model, but it might be that offering a discount for “express” customers who need little or no attention from staff is a way to drive repeat business.
Experimenting with service and pricing models is something entrepreneurs should always do.
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This article first appeared Tuesday, 19 July 2011