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Carolyn Smagalski
Business Basics
Founder - Editor - Host
If you are in business for yourself, or if you are climbing
the success ladder in another capacity, you know that the
single most important factor is your customer. People will
sometimes roll their eyes, complaining that the customer wants
more than he is willing to pay. The bottom line is that the
customer wants to have a grand display of good service.
Peter Drucker, guru of success strategies in business, wrote,
"The single most important thing to remember about any
enterprise is that there are no results inside its walls. The
result of a business is a satisfied customer." Customers
become willing to shell out the cash when they perceive
something as valuable. When they receive exceptional service,
they become more willing to "build your enterprise,"
because their perception of your worth increases.
"There's a place in the world for any business that takes care
of its customers--after the sale," advised Harvey MacKay.
Taking care of customers is so rare a talent, that when it
happens, the customer is instantly "wowed."
How many times have you called an enterprise, only to get the
voice mail system with a menu of options five minutes long?
When a real person finally answers the phone, they are poorly
trained. You are put on hold or transferred to six different
departments during the ordeal. It is an ordeal, isn't it?
Would that make you a loyal customer?
It is no wonder that the customer loses loyalty, and begins
looking for price as the only factor. Sam Walton said, "There
is only one boss. The customer. And he can fire everybody in
the company from the chairman on down, simply by spending his
money somewhere else."
If you wish to keep your customers as satisfied, loyal, repeat
business, you need to develop strategies that will serve their
needs effectively. Good training, for yourself and your
employees, is essential. There are thousands of seminars and
"talks" going on in every area of the country, to which you
have access. Use them to your advantage. You may even wish
to call in a professional for a special "morning power talk."
The next essential is implementing good attitudes toward the
idea of service. Respect the customer and his level of
knowledge. Understand that he is coming to you because he
perceives you as a knowledgeable and capable source with the
ability to get the job done. Prove him right!
Follow your results with the customer after the service has
been completed. Ask leading questions. In what areas did
your customer feel most uncomfortable? Were the results what
he expected? Would he recommend you to another business
associate? How often would he like to be contacted in the
future, so he can stay updated with the newest developments?
Show your customer a level of caring far above the rest of the
crowd, and you will gain loyalty that increases the value of
your own business exponentially.
Content copyright © 2003-2008 by Carolyn
Smagalski. All rights reserved. This content was written
by Carolyn Smagalski. If you wish to use this content in any
manner, you need written permission.
Contact Carolyn Smagalski
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