See the goodwill of your Customer like a deposit in a bank account. If you build up a credit balance, they are more likely to forgive your “tiny errors” - providing, of course, you correct them immediately! But, remember how low “interest” rates are – and many people are looking for “the best deal in town”. Make sure that’s you in the way you behave and react when dealing with them
Understand how you, your products and your services fit in with your Customers’ needs and values. Or, how you can demonstrate that they do “fit” when a potential Customer might not initially be so sure
Understand that you are only as good as your last encounter with the Customer - and then only as good as your next one. You can never take any Customer for granted - no matter how committed to both you and your products they appear. There’s always a danger that their commitment will waver when a competitor appears to offer something you can’t – or simply pays more attention to them
Say “thank you” on a regular basis. How often do you feel, when shopping, that you are more polite than the person taking your money off you?! How often do you simply thank a Customer for doing business with you – without immediately trying to sell them something else?
Avoid putting your own interests before your Customer’s e.g. avoiding answering the telephone because it’s your lunch hour; or you’re busy; or you’re going somewhere else
Make commitments (and follow through on them) as often as you can; both with your people and your Customers. This shows the level of service you truly offer. But, equally, don’t be afraid to let your Customers know the efforts you make on their behalf. If you secure a good position in the paper for their ad – and don’t point this out – then it will simply be taken for granted. Or, a complaint will follow if it’s not possible next time
All of the tips in these four articles are about making efforts to show Customers how much you truly value them – and also to allow them to appreciate you! If you have any questions, queries or thoughts, I'd love to hear them - and to try and help where possible. Please email me at gordon@thevenworks.com. And, thank you for reading and using these articles!
Your Customers and How to Deal with Them - Part Four - To learn more about this author, visit Gordon Veniard's Website.
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Gordon Veniard
(Visit Gordon's Website)
GORDON VENIARD thanks you for your
interest in these articles
He has been delivering training events -
and creating and providing valuable
development materials - for more than 20
years
Gordon covers a wide range of business
communication, promotion, sales,
negotiation, customer service, leadership
and management subjects. He has worked
with major companies and organisations;
spoken at many conferences and seminars -
always adding good humor to valuable
advice
To find out more, Gordon would be pleased
if you would take a moment to visit his
new website: www.thevenwor
ks.com. You can register for his free
business tips newsletter; and download
some valuable freebies (including a
copyable, free-to-use "to-do" list)
If you have any queries or questions you
would like Gordon to answer, please email:
gordo
n@thevenworks.com
Thanks again - please enjoy - and feel
free to share - any of these articles
which are of use to you and your
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