It’s funny most times.
We put a lot of effort into building our customer base.
We get so nice, bending over backwards to attend to their requests, but immediately we get them in, we begin to complain about their excesses.
What we refer to as ‘excesses’ most times are the demands of the customer!
The upsurge in information through the internet has made the demands of the customers higher than it has ever been. Research from smallbizgenius.net confirms that 59% of people have more customer service expectations now than they’ve had a year ago.
You are in business because there is a value proposition to be offered to a particular market segment, the customer’s expectation will have to be what will always determine your offerings.
Truth be told, being in business means that you are ready to take all sorts of ‘BS’ (including the money of course).
Customer engagement is not going to be all rosy.
But trust me, if you are able to put in place an effective plan, it can be a seamless process and you would be assured with a set of highly committed customers.
How then can you enhance the relationship with your customers? Here are few questions to get you started.
1. Do You Have Clear Operational Process
You cannot joke with your processes.
The customer will eventually find out if your processes are not well coordinated.
This has nothing to do with the size of your business. If you can not handle your processes with just 5 customers, coordinating 100 customers will be difficult.
The process has to be seamless and consistent across all categories of customers.
2. Do You Have A Customer Database?
The details of your clients should not be stored in your head but properly documented. Prospective customers should have a separate list different from your existing customers. Growing an email list will help make this more presentable.
3. Do You Have Standards And Control Parameters?
There has to be consistency in your service delivery and customers’ experience has to align with your brand promise.
4. When Was The Last Time You Carried Out A Feedback Survey?
Feedback gives a lot of insight into what needs to be reviewed, adjusted and improved upon.
Allow your customers to have the liberty to express their views about your products.
Building a company that will stand the varying challenges of the economy and withstand competition is a serious business.
You’ve got to put some thoughts into your processes.
Stop thinking small if you want to build a conglomerate.
Think like a multinational.
How will you react if you found stone grains in a sachet of any beverage of your choice?
Do you see your company any different in terms of quality of service?
Learning to be patient with the customer is a sure proof way of retaining them and turning them to brand ambassadors.
What’s your take on this? please share your thought