DECEMBER 2016
CHAMBER CENTRAL
A PUBLICATION OF THE WESTMORELAND COUNTY CHAMBER OF COMMERCE
Would You Tell a Friend About the Chamber? By Chad Amond, President Westmoreland County Chamber of Commerce
A
t one of our recent Chamber events, there was plenty of discussion about gauging the effectiveness of customer service programs. After wading through all the rhetoric on the subject, one quickly ascertains that there is only one question that really matters when assessing the experience a customer has with your product or service.
trying to make things more complicated than they need to be. We’ve all spent valuable time reinventing ways to attract new customers, when all the while we could have been using that time to better serve the customers we already have. Why not let your best customers work for you by providing you with referrals? Referral business is widely recognized as the least expensive and most effective way to build your customer base – especially for small to mid-sized businesses.
Would your customer recommend your product/service to their top client, close friends or members of their family? And, if not, what would you have to change to obtain that recommendation?
So the next time you decide to implement a new customer service program or incentive program, take a moment to pause and reflect. Will your new idea work to better serve your current customers and help you get their referrals? If not, you might want to rethink Seems fairly obvious, right? But often times we your plan. lose sight of the answers that are right in front This simple approach aimed at assessing cusof our face. Far too often we spin our wheels
tomer satisfaction holds true in almost any organization – including the Chamber itself. Just like you, the Westmoreland County Chamber is always striving to build its base of satisfied members (like you). And, our best source for prospective new members is a referral from a current member (yep, like you!). With that in mind, we’ll do a little bit of practicing what we preach. If you know someone looking to grow their business that might benefit from Chamber membership, please share their name with us. If you’re not ready to give us a referral, let us know why so we can earn that level of trust and improve your experience with Chamber membership. After all, this is your Chamber and we’re here to help you gain the greatest ROI through your relationship with Westmoreland County’s largest and most active business association.
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