Ryan Dohrn says bosses should skip mass emails and leave personalized voicemails for their top 10-20 clients a few times a year. Hearing directly from leadership impresses customers, surfaces hidden problems, and boosts retention in ways standard service can't.
I do not want my boss calling my clients. Friends, if you don't have confidence that your boss is not going to mess something up, are you really working for the right person? I mean, come on. Most supervisors should do a great job with customer service, especially when they're reaching out on behalf of the company. I hear from my customers all the time. Thank you so much for so-and-so reaching out. I mean, here's the good news. If you're the boss in this situation, you're probably going to get voicemail. What, 99.9% of the time? So just leave a really nice voicemail thanking them for their business and telling them to reach out if they have any problems or concerns with, with me. It's not about finding out if I'm doing a good job or not, because I'm always going to do a good job. It's about your customer hearing from people up the chain of command at your business. They will find it to be impressive because most companies don't do this. Now, the bosses out there, don't get lazy and do a mass email. This is personalized outreach to your top 10, 20 clients a couple times a year just to double-check that things are going well. As a salesperson, I might think things are going well. What if they're not? Then I actually want to know about that as well. Don't forget, friends, when it comes to retention, customer service is expected. Retention are the things you do beyond customer service to keep your customers for a lifetime.
