A business owner shared that her profits were shrinking because her customer service was too good!
Of course I was confused – but upon further discussion, she revealed that her customers came to depend on her “free” services too much. She often threw in small goods and services because the actual cost of the items was so low. What she hadn’t considered was the value of her services and expertise.
I asked her these questions:
1. Doesn’t it require training and expertise to determine what is best for your customer?
2. Don’t you spend valuable time answering their questions and instructing them regarding usage?
She began to realize that all of her “free” help wasn’t really free and actually of great value and certainly worth charging for.
Take a look at what you “throw in” for free… Don’t devalue your services and your customers will value you even more.