"THINK." I remember my Dad giving me a three sided wood block (in the
shape of a pyramid) for my bedroom desk with this word on it. He told me
that if I wanted to accomplish anything, I would have to do this on a
never ending basis. I wonder now if we, as professional business people
spend so much time thinking about what is important to us, we sometimes
forget to think like those whom we serve, our customers. We must
periodically walk a mile in their shoes and see things from their
viewpoint. We have to become aware of what their thinking, what
expectations they have of us and what they place value in so that we can
best tailor our services and products to match their needs.
One sure fire way of staying in-tune to our customer's experience is to
become one of our customers from time to time. Do you have answers to the
following questions? How many times does the phone ring before someone
answers it at your place of business? What is the tone of the person
answering the phone? What is said and how? What type of business image is
projected? Have you book an appointment or reservation by phone? How easy
is it for you to gather the information that you seek? Can you easily
compare services and products among those your business offers? If its
tuff for you as an insider to do business with you business, what do you
think is going through the minds of your real customers, the outsiders?
Forming a customer advisory or focus group is a sure way of gathering
useful information into how your clients think and how they really feel
about your operation. These groups can meet together either fact-to-face
in a social gathering or for the shy, E-focus groups can be established.
The key to these types of gatherings is to interact with customers who are
willing to offer constructive feedback on all aspects of your business,
from the quality of services and products offered, to the level of
professionalism shown by associates.
Customer comment cards can provide valuable post-sale feedback on your
customer's experience. Incentives should be used to insure you get
feedback from your customers. Whether using comment cards, mailers,
questionnaires, E-mail surveys or making a personal phone call to follow
up, be sure the customer is favored for their time and effort to respond.
Analyzing statistical information (past business records, sales trends
& promotions, inventories) can also give insight into the thinking and
buying patterns of your customers. How do you track your sales? Do you
know where your customers come from? Who exactly are your potential
customers? What is your UCA (Unique Customer Advantage)?
If you can become like Grissom on CSI, studying your customers DNA ,
you'll solve any challenge that might come along with satisfying you
customers needs.
Consider using these phrases to turn regular customers into loyal
customers:
"You Bet..We can fix this situation to your liking."
This tells your customers that you are solution oriented.
"We are sorry that you have been inconvenienced."
Shows awareness and concern for your customers.
"Consider it a done deal!"
Tells customers you are there for them, protecting their interests and
serving their needs.
"We are sincerely delighted to serve you."
Shows your business, at all levels, values their patronage.
"Thank you for choosing us. You did have a choice"
Shows you are indebted to your customers.
"Please let us know what else we can do to make your experience a
pleasurable one."
Shows your businesses availability and accountability to your customers.
"Welcome back. We've missed seeing & serving you."
We cherish long term relationships and relish your repeat business.
Have a super day..
Dr. Marc
SmartBizzOnline.com
"The best learning occurs when individuals can personally relate to the
subject matter and are actively involved in the experience"
