Whether or not customers are satisfied is something that can be managed. Discontent is frequently the product of a breakdown in your established procedure, or there is an irregularity in the way you provide your merchandise or service. Here are five principles that are certain to help you generate happy customers.
1. Have your customers pre-establish the expectation � Imagine one of your customers answering 4 simple questions for you before completing the transaction. Such as:
– Why are you purchasing from our company?
– What do you desire to experience by purchasing from our company?
– What can we do to ensure that you have a great experience buying from our company?
– What actions might we do that would keep you from being dissatisfied with your purchase from our company?
2. The Power of Expertise � What steps are you taking to be the absolute best at within your field? People desire the best product, because they crave an excellent result.
But, even above an excellent result, customers would like a predictable result. Why is it that McDonalds sells more hamburgers than anyone else? Because, with McDonalds, people know what to expect. People don’t want to spend time anticipating their result. There are many places that make better tasting hamburgers than McDonalds, but no one is better at “making” hamburgers than McDonalds.
3. People are only aware of what you tell them � We must keep an open line of communication with our customers. Once a problem arises, handle it at once. Give your customers direct and immediate attention. Are your phone lines always open? Is there a sufficient amount of team members who can reply to email inquiries? Can you respond to any request within 24 hours maximum? Do you keep your word by doing what you said you would when you said you would do it? A positive response to these questions will develop customer confidence; a negative response to these questions will destroy confidence in your company.
4. Do away with annoyances and create winning performance patterns � what habits, or procedures, or actions do you have that stop your customers from feeling satisfied on a regular basis? Are you frequently late? Do you have annoying call hold music? Is your customer’s point of contact with your company cooperative and friendly, or is it brash, cold and impersonal? Is your work sloppy and unorganized? These distractions may keep your customers from seeing the true value you provide. Take some time to ask a variety of customers if they enjoy doing business with you. Their answers may help you understand how you can improve.
5. Humans want directness and clarity � Customers are busy people. Making assumptions, being indirect, and not communicating clearly wastes time. Make a conscious effort to communicate clearly. Ask the customer to restate what they heard you say. Do not leave understanding to the customer’s imagination.
No one needs enemies�especially enemies that were a part of your paying customer base. Keep your customers happy by using these principles we’ve discussed here and build consistency in your organization to achieve a predictable outcome each time. Everyone will be much happier!
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