Jeremy Ryan Slate, thought leader and founder of the Create Your Own Life podcast, is back on Start With a Win to discuss the business-to-client relationship and how trust is the key element to solidifying these relationships for long-term success.
Slate and RE/MAX CEO Adam Contos spend time differentiating between a transaction and a relationship – and why entrepreneurs need to make customer service a top priority.
In many instances, Slate has witnessed companies skimp out on customer engagement until a situation backfires. Staying in tune with customer demands, as well as engaging through awards, community involvement and philanthropic affiliations, is the best way to build positive and sustainable public relations for any company.
Slate also believes that trust is the primary building block of business, and it’s best gained through treating clients like friends. It’s through customer service – especially the negative situations – that customers get a transparent view into a company’s values.
“You want to overdeliver in every exchange, because you’re not just creating trust, you’re creating more affinity for the people you’re talking to,” Slate explains.
People are more motivated to leave an online review for a negative experience over a positive one. Overdelivering to compensate for a negative experience can be the best way to ensure customers will return and vocally advertise the business.
“You need to look at every customer service [experience] as a chance to win,” he says. “We’ve run into challenges with customers and that’s actually created a better opportunity to serve them… At some point in time, they’re going to talk about you – you want it to be positive.”
Tune in to this week’s podcast episode to learn more about customer engagement and problem solving from Slate.
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Written by RE/MAX News
