How Can I Create a Positive Lasting Relationship with Customers?
- It is far less expensive to keep a customer than to replace one. The most powerful business advantage you can have is a customer who comes back and refers other customers to you. Customer satisfaction is not worth much. Customer Loyalty is the foundation of your organization.
- One of your most critical jobs is keeping the customer informed. Don't assume they read your new marketing literature and policies and procedures. Inform them of changes in your policies and procedures that will affect them.
- Cross-sell by informing them of other products and services that may benefit them. Don't think of "sell" as a four-letter word. You are being helpful to the customer and most will appreciate hearing about the information that may help them.
- If the customer has a question, do the initial legwork for the customer. Refer them to a specific person in a department and not just a general department phone number. The customer will likely be passed around less when connected with a person who is responsible to address their concern.
- Your customer is the reason you get paid -- whether your customers are external or internal customers! Treat customers as if they were going to tip you at the end of a transaction - how much extra would you be earning?
- The attitude you project will be reflected back to you by your customers. Is that good news?
- Your friendliness and willingness to help is in direct proportion to your professional success and the way your day goes.
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Patti Hathaway can solve your people challenges through her highly customized solutions. Do you have customer retention concerns, leadership challenges, or employee resistance to change? Patti Hathaway, The CHANGE AGENT, has built her reputation since 1987 as a business advisor and best-selling author who gets her clients' results. For a free monthly tips e-newsletter and many helpful articles, go to: www.thechangeagent.com or call 1-800-339-0973.
