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Is it always good to go the extra mile for your customers? Like going beyond your scope of support in order to establish a better customer satisfaction rate.
It is neccessary in case of loyal customers to go extra mile for making them satisty. But in case of new customers, it depends, the company has to create balance between cost & benefit.
In my opinion, this is good and the company will definitey end up geting a high customer satisfaction rating. Always give a gentle reminder -- after, that the support is out of scope, and give the reasons why -- this is to avoid spoiling the customers that have the potential to ask for an out of scope service again.
All finally have a purpose, if the extra mile don´t represent a extra expense for companies in this time of proficiency brutals, a little sacrifice, a little gift is a detail, for a customer can receive like a generosity and like a action: The company remember me and give me this mile i can trust. In the next opportunity although would be better offers, the client will focus in the company, gives the mile.
Business is all about customers, going extra mile with customer to win him, is the success of business. We must take care of legal, ethical and moral boundries.
There is two rules for contractors.
Rule No.1: Customer is Always right
Rule No.2 : If customer is wrong refer to Rule No.1
So the consideration is always good.
yes going extra mile for customer is good but u should know till were u can go extra mile.
This mile has opportunity & drawback also see ur limit before going extra mile
Firstly I must say it's one of the tricky questions to answer though it looks simple enough to be customer service should be a prime focus. But if you go a bit ahead and consider a simple scenario where the seller is selling goods at a margin of10% with moderate volume of sale. Would it be still worth to negotiate further ahead by seller and fix the deal?
Answer is still tricky.
Situation1 analysis to see if it's the first time buyer with a reasonable volume with future potential then a nominal discount of further1 to2 percent seems viable.
Situation2 analysis if further discounted to a regular buyer then it may be lesser margin and may also result in the constant negotiating pattern from buyer which may not be advisable.
Situation3 analysis how much discount offered in terms of cost by competitor to grab the opportunity or sometimes bitterly though but let go.
These parameters may be helpful though but lastly all depends on other factors too like market condition, buyers pattern, etc. Lastly it's the experience and gut feeling of the seller that counts the most.
