Outstanding Customer Service is an evolutionary process that can take months or even years to develop. Improving customer satisfaction has to start with the culture from executive management down through the organization. It must be entrenched within the company so that every decision be focused on what the client needs, wants or demands.
From the product line to the receptionist, your customer face should always carry a consistent message of service and quality. If these messages are not conveyed at every level of the organization, your customer will eventually find your competitor and go elsewhere.
Here are 3 ideas to improve client satisfaction within your product or service business:
- Listen – A simple step toward satisfying your customer is to listen to their wants and needs. If you believe you know more about what the customer wants than they do, you will be out of business in no time.
- Be Sincere – When you begin listening to customers and focusing on their issues, there will be a time when you cannot perform to their expectations. In some cases, they are going to want something you cannot or will not be able to provide because it does not make business sense. Sincerity goes a long way in delivering the message they do not want to hear. If you the delivery is truly sincere and presented that way, the customer will not like it but will understand if the information is reasonable and the partnership is strong.
- Communication – It is common sense to have a fluid communication between partners and customers expect the same thing. Within every relationship, each partner has responsibility to tell the other if there is something wrong that could lead to a larger problem. Without a strong communication and feedback mechanism, you will assume your customer is doing OK, when in fact they are frustrated and ready to jump ship.
Many companies lose their way after they become successful. The sound of the cash register drowns out the voice of customers clamoring for better service or products. When the company begins to lose sight of their core business strategy and their value to the customer, the business can suffer dramatically. Improving customer satisfaction is not a nice to have but a critical function within any business.
By Andrew Clapton