Jul 06 2007
Your Customers Really Are The Lifeblood Of Your Business
It is never easy to win new business, which is why we should nurture existing customers and try to minimise problems and inconvenience.
It’s a good idea to:
• Make regular visits or calls – spotting trouble early on can help prevent it
• Reply to calls/queries as soon as possible
• Talk to your customers – find out about them
• Keep them well informed
• Conduct regular reviews of your performance - see your service through their eyes
Ensure that the lifeblood keeps flowing through the veins of your business.
Solving Problems:
Few people are truly difficult. In any case, it is important to make a distinction between difficult people and difficult behaviour, which is often a result of non co-operation on your part.
• Focus on the problem (challenge?) not on them
• Show interest – bring out their likeable side
• Put yourself in their shoes – remember empathy?
• Be personal – use their name if that’s what they would like
• Appeal to their better nature. ‘As a parent of small children you…’
• Cultivate their goodwill
Saying Thank You:
Let your customers know you appreciate them. Find little ways to thank them for their custom, especially when they are not expecting it. This is a great way to attract compliments, especially after sorting out a difficult problem.
• A simple but sincere thank you card – personalised
• Gift vouchers
• Cards at Christmas or other appropriate festivals – Diwali, Hanukah, Eid
• VIP days for special events, launches, dinners
• Social gatherings for key clients
Loyalty cards are very popular now with many organisations. Discounts, bonus points, free samples, all help to make your business stand out.
Compliments & Comments:
Why do we find it difficult to accept compliments?
Is it because:-
• We don’t have enough faith or pride in our product?
• We think it’s probably a back-handed complaint?
• We don’t trust people?
• We don’t know how to react? (How about thank you?!)
Compliments tell us what we are doing right and give a boost to our morale. If we allow it, they bring us pleasure.
Some customers just mutter a comment because that’s how they are. They don’t really want you to take them up on it. (It’s a good idea though to take note of what they say and if appropriate ask, ‘Is everything okay?’)
That’s it, another week gone - in the immortal words: “I’m out of here” - the tension is mounting as the poll closes for “Best Leadership Blog 2007″ at midnight EST (6am Saturday BST)- you know that I am going to ask you for the very last time, have you voted? really? Last chance saloon - your blogger needs your vote here
Thanks to you all, have a great weekend - JF
