We all know it. That, the Customer is King. The phrase has been done to death. Empirical studies have shown that an end consumer looks for only those products/services which create the maximum value for them, whether in money’s worth or snob value. The market outside is exploding with options for him and he is spoilt for choice.
The expectation is higher than ever. Businesses that fail to live up to that expectation find customers leaving without comment – the majority of dissatisfied customers will not complain, they will simply change suppliers. That’s why he is the king!!! And how do you treat him like one? This way — First, the basics Answer phones, respond to emails promptly and politely.
This leaves a lasting impression. Remember the names of your clients and details about them. Even when not doing business, keep in touch with him periodically. Call him the customer within a set period of time.
Achieve high standards: If you conduct your business in a way that you are accountable to your customers, commit to listen and learn what your line of business demands, you will be perceived as an enterprise that cares beyond profits. Increased customer confidence is what makes the difference.
Do more than just selling the product/service: On noticing that the toddler baby of a couple could not eat anything, the manager of a specialty restaurant came up to the couple and gave them his business card, asking the couple to call him whenever they planned to dine at the restaurant the next time. He promised that he would ask his chef to prepare a mini-meal for the baby!!!
Convey a sense that he comes first: Google gets 97% of its revenues from advertising, while most of its services are free for end-users. This means that while Google users don’t pay anything for using a number of its services, they matter the most to the company. And they have admitted it publicly, “We believe that our user focus is the foundation of our success to date.
We also believe that this focus is critical for the creation of long-term value. We do not intend to compromise our user focus for short-term economic gain.” Customers matter in the words and rhetoric, but for most businesses, most of the time, customer service is abysmal. For most businesses, most of the time, it is at best – lip service. Check – are you too just paying lip service?