What is your responsibility to the customer?

Guest post by: Mandie Crawford
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Communicating Your Message - Your Info-mercial - By Mandie Crawford

Sounds like a trick question, doesn’t it. And really the answer depends on whether you want to sell something or gain a customer for life. The choice really is yours.

Last week, while renewing out mortgage we opted to choose a title referral company that referred lawyers for mortgage signings. It was supposed to be easier and faster and less expensive – as these were lawyers that had a process in place to expedite the process. First we were given the incorrect office and number for the lawyer. Then when we let the service know – they were unaware of him moving. After several calls, the service called us back asking us to look the lawyers’s name up in our phone book – for them! (they could not locate him)

Today, after calling my telephone provider to let them know the plan they promised to implement had not been applied to the bill, they began to investigate the reason why. They found half of the order, but not the other half. They had no reference as to who had last had the order and acknowledged that it was the tele-marketing arm of their company that sold me the plan. They has the name of ‘Jason’ with only an email address. They finally called me, admitting they could not find the other half of the order and asked me if I would email ‘Jason’ and ask him about the order as they could not figure it out. I could not believe my ears.

In both of these cases, no one at either agency wanted to take responsibility for the problem let alone solve it. Both agencies actually tried to get me to investigate into their agencies incompetence.

We are currently in a very ‘flush’ economy. If it’s broken, we flush it and buy new. We are many of us, flush with cash - or we can afford to replace instead of fix something. And there appears to be more than enough business for everyone. In fact often we are waiting in one form of line or another to get service or products. And because it seems as if there are lots of customers – the attitude of ‘so what’ if we lose a few here and there seems to prevail.

Now is the time to build your business on SERVICE. As a small business owner, now is the time to set yourself apart from the crowd. Where there is a problem, fix it- in fact over fix it. Taking responsibility to solve a problem to better than the best of your ability will leave your customer scratching his head wondering what he did to deserve such great treatment or attention to his/her problem. And they will remember it.

Surveys show over and over that anyone can get a customer once – but to keep a customer coming back, you need to PAY ATTENTION to their problems concerning your business. Even offering to fix another businesses boo-boo can get you a customer for life. And you can be sure that they will tell others about it too.

Want an sustainable business? Build it on customer service. After all most businesses that I know are based on the fact that they have customers. More happy customers, more return customers – more business. How are you building your business on service?

"One of the keys to effective communication and dispute resolution is understanding ourselves and how we think and also understanding how others are wired as well. Each of us has personality styles that are unique to ourselves - however there are also patterns as well. When you understand the differing personality styles and their blends - you begin to see people as they are with more understanding! For more information on understanding personality styles please contact Mandie at president@roaringwomen.com."

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Communicating Your Message - Your Info-mercial - By Mandie Crawford

About the Author: Mandie Crawford

RSS for Mandie's articles - Visit Mandie's website
Mandie Crawford is a marketing expert, business coach, trainer and motivational speaker who was recently awarded Calgary Business Woman of the Year for her contributions to the business community.
Mandie also has skills and expertise in providing high quality guidance in time management and system implementation for small a medium sized businesses. Her passion as a business and professional development coach is to helps women recognize their value and self worth.

She is the President of Roaring Women Ltd which is Canada's premier national business support group for women in business that focuses on connecting, promoting and educating women in business. In her goal to encourage and educate women in building business across the country, she launched and completed a 6 week coaching tour in partnership with Staple Business Depot in 2008 where she coached over 600 women in business.

Mandie is mother to four children and 3 stepchildren and one highly energetic chocolate lab! Ms Crawford is also a former award winning police officer with Halton Regional Police.

Click here to visit Mandie's website.

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