How Do You Treat Your Customers?
The economy is in great shape, but we are in desperate need of a recession!
I can hear you saying, “This guy is nuts!”
The fact is that when we become used to many years of prosperity and a strong economy, customer service suffers to an embarrassing degree.
Have you ever gone to a store where you had to struggle to get an employee’s attention, and when you finally did, you felt as if you were intruding?
It has to do with the law of supply and demand. One lost or unhappy customer isn’t a big deal. The economy is good, interest rates are low, and everyone is buying. A new customer will come along soon.
Back in the ’80’s interest rates went up to over 24%. In those days, business owners dared not abuse a customer. Their customers were valuable to them. They knew they had to make sure their customers were satisfied. They needed their customers for their business to survive!
Today, it’s different. It’s like nobody cares. Especially after they have made the sale. If there is a problem, the person in charge comes up with ridiculous excuses or passes you on to 1-800 number.
When you call the 1-800 number, you get a message like “Welcome to our award-winning customer care center. We are currently closed. Please call back during normal business hours.” Or you reach someone after being on hold for 20 minutes, and you get redirected to another 1-800-number or another agent.
This whole “nobody cares” mentality is unacceptable. The business owner that implements the concept that the customer is the “Number One Priority” will win a great deal of the business, especially in a prosperous economy.
Tips for excellent customer care:
- Put your customer’s needs before yours. Remember, the customer is your business. Statistics show that each dissatisfied customer tells eight people about their experience, while a satisfying one only tells three.
- Listen to your customers. Let them talk and don’t interrupt. Even if they are wrong. We tend to want to justify our points before we hear the whole story.
- Address consumer complaints immediately and resolve the situation, or find someone that will.
- Remember that a customer’s time is essential. Don’t waste it! Resolve the situation as soon as possible.
- Make the buying process a pleasurable experience.
- Always be sincere and treat the customer like a friend!
A Couple Examples of Treating Your customers
For example, you listen to a woman with a complaint and don’t have a solution. Ask her what she would like you to do about the situation. It doesn’t mean you have to give her whatever she wants.
Most people just want to express their feelings and be heard. If she asks for something outrageous, just say you can’t do that. You then offer her something you can provide, like a gift voucher for her next purchase, a discount, etc.
Each case is different. Above all, you must put in an honest effort and demonstrate that you want to resolve the situation and that you do care.
Make sure you keep the consumer’s needs in mind.
For example, if you sell computers. Sell your customer a computer suited for their need. Don’t talk them into the top of the line computer with and all the bells and whistles if they just need to use a word processor.
The consumer will view you as a consultant, and you will win them over in terms of satisfaction and future sales, and you will most likely get referrals.
Treat your business as if there is a depression going on, and you will start to see an increase in both sales and customers!
That’s the way I see it.