Kevin Stirtz talks about the importance of customer service and identifies 11 ways which, in part, determine whether a customer will do business with you.

If you’re a b2b rep or small business owner - it’s likely that you’ll be the first point of content for a prospective client. It’s not the guy or girl behind the retail counter, not the person answering the phone.

It’s likely you, the front-line rep and the way you represent yourself, what you say and what you do on, or prior to, that first face to face call. We wrote before about the necessity of doing pre-call planning and research, but Kevin’s list offers more food for thought.

• Cleanliness
• Knowledge
• Professionalism
• Friendliness
• Helpfulness
• Courtesy
• Credibility
• Confidence
• Attractiveness
• Responsiveness
• Understanding

Read Kevin’s post and think about it. What do you do - during or prior to your first call - to make sure your prospect gets the best possible impression of your company?

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