Serve Your Customers
Well
Quality doesn't only apply to merchandise. It also means good service
and caring about your customers wants and needs. Here are five specific
steps for taking better care of your customers.
1. Conduct your own survey. Profit from the ideas, suggestions and
complaints of your present and former customers. Solicit their ideas for
new products and better service.
2. Meet your customers in person. if your business has grown to the
point where you spend most of your time in the office or traveling, take
the time to talk to the customers who buy and browse. Observe and ask
questions. Think like a customer.
3. Check telephone handling. Bad handling can undermine efforts to
build a profitable enterprise. Rules of good handling, such as prompt
answering and a cheerful attitude of helpfulness, are of critical
importance. Check on telephone manners periodically by having someone
whose voice is unfamiliar play the role of a customer, perhaps a difficult
one.
4. Make it a team. Continually drive home the crucial message that
everyone is part of the success machine. Build customer consciousness
throughout your organization. When you hold group meetings, invite ideas
from everyone and discuss those ideas.
5. Take advantage of after-hours influence. This is the time when you
build, in an informal way, the friendly feeling that draws people to you
and your business. Turn friends into customers and reinforce customer
loyalty. Take advantage of the relaxed atmosphere of a golf game or
cocktail party or just a neighborly chat.
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