D A T I N G Your Customer
Dazzle customers with your service.
Anticipate the needs of your customers by emphasizing service over sales.
Treat your customers well by being a problem solver.
Innovate by understanding most rules should be flexible.
Nurture your employees and suppliers by giving them the care and respect you want them to give your customers.
Guarantee that your customers, employees and suppliers keep coming back, because without them you are out of business.
Do you think your Customers are satisfied? Customer satisfaction doesn't always mean Customer loyalty. These days, even if your Customers appear completely satisfied with your product or service, 40%-50% of them will leave you and start doing business with your competition.
On the surface, 40%-50% may not seem like that much. After all, over half of your satisfied Customers are coming back. But the math isn't so simple, because attracting new Customers can cost more than double the amount it takes to attract repeat business from your existing Customer base.
Relationship Capital is one of your greatest assets. Protect your business with great customer service by D A T I N G Your Customers.
In order to retain all your Customers and increase your sales, you need to go beyond Customer satisfaction and develop the rapport that will make your Customers adore you. Only then will you achieve true Customer loyalty. It is not a simple process that offers a "one size fits all approach." In fact we believe that you have to customize your service to fit your Customer. Treat each Customer as an individual.
Making Customers happy is not new. Most of the concepts we present are not "rocket science" or unusual. You know what good Customer service looks like when you see it. Our goal is to bring the Customer back. We want to put smiles on each Customer's face. However before we can exceed expectations we must understand that unhappy employees can not make Customer happy. Customer Service should focus on two types of the Customers...the External (person buying the product or service) and the Internal Customer (those providing the product or service.)
The External Customer
The good news is that developing exceptional Customer rapport is easier than you may think. Here are five rapport-building tips to help you go beyond Customer satisfaction.
1. Establish a Common Ground
2. Listen and Show Concern
3. Use Humor
4. Keep a Positive Attitude
5. Treat Customers Like Family
Since on average only 60% of your satisfied Customers do business with you again, you need to continually improve your Customer relation skills and build rapport with each and every person who walks through your door. You need to give every satisfied Customer a reason to come back, while enticing new prospects to do business with you in the first place.
It is just like dating. In the past the challenge of dating was very different. Men and women wanted a partner, someone to share their life, offer security and a family. Today that may have changed. We all seem to want someone who supports us on all levels, including physical needs as well as emotional, spiritual, social, mental, financial, and not necessarily family development. It is no longer enough to find someone to marry us we want partners in every sense, in every area of our life.
This has required us to update our dating skills. To refine whom we are and how we communicate to others. It has become more of a skill and our potential partner has become more interested in the "entire" package instead of one major area of focus such as physical attraction. We want it all. And so it is the same in attempting to obtain Customers and exceeding their expectations.
When you go beyond Customer satisfaction and create true Customer loyalty, you develop long-term relationships, which lead to increased profits. The end result is Customers who love you and a business that grows and thrives.
The Internal Customer
To prepare for any sales culture we must remember that dissatisfied employees cannot satisfy External Customers. Great Customer service is the result of
T-E-A-M building. T-E-A-M means Talent-Enthusiasm-Attitude-Motivation.
Internal Customers are as important as External Customers. T-E-A-Ms are normally made up of a gathering of far-flung and unlikely associates that are given a goal. Bringing them together is not enough...getting them to work together, on a mission, creating and overcoming goals means that the T-E-A-M has embraced a single goal...to be the best.
It's proven that retention escalates if a participant can use of senses during the learning process. It will make cents to your bottom line.
Along the way your company must remember that the costs associated with building a T-E-A-M are more than salaries and bonuses. In fact creating great Internal Customer service is one of the few appreciating assets in any company. The investment is sometimes long term, without repayment, and often frustrating. You must be prepared to make the long-term investment rather than looking for short-term returns.
In order to guarantee your investment you must continue to deposit funds in anticipation of the return. Most businesses cannot be reduced to a handful of procedures. Your associates need to learn to think on their feet, improvise and exercise judgment. To accomplish this goal you need a T-E-A-M approach" to create great Internal Customer service.
T-E-A-Ms cannot be built until the basics are understood and in place. When you think of great T-E-A-Ms do you think of the individuals or the T-E-A-M? Great individuals may not make a winning T-E-A-M. For instance Mark McGuire and Sammy Sosa competed for the title of home run king. Yet neither T-E-A-M won the World Series that year.
On the other hand the Chicago Bulls not only set individual records, but as a T-E-A-M became NBA Champions six times. They functioned as a T-E-A-M, with one goal, to be the best...and they did it. Along the way some individuals also became recognized but that was never the goal. The goal was for the T-E-A-M to win not the individual.
People are the cornerstones for your success...they make or break factor in today's fiercely competitive marketplace. A dissatisfied employee costs your company money, gives poor Customer service, recruits others (externally and internally). They must be turned into a satisfied employee who desires to give exceptional service. Focus on Internal Customer satisfaction prior to External Customer satisfaction. Invest in retention! Look at what you are dealing with everyday...a kaleidoscope of CHANGE.
It is a frenzied upheaval of traditional organization models- free floating confusion due to vague and constantly SHIFTING priorities. No surprise that people are mentally scattered. Stressed. Your major challenge is ATTENTION MANAGEMENT!
Careers are fragmenting and people are on the move.
Managing toward retention is just a much bigger chore than it
used to be.
Generation X people born in the middle sixties account for
75% of the new hires. They have different attitudes and values about work and corporate life.
They are INDEPENDENT, IMPATIENT, and ENTREPRENEURIAL.
They are not interested in paying their dues.
Their perspective shifts from "what the employee can offer the company" to "what the company can offer the employee."
Scarce resources gravitate toward clear goals. Since one of the scarcest resources is people's attention, you're responsible for staking out objectives that capture and hold it.
Emails, cell phones, pagers, and the day-to-day business of providing all the wireless communications for the next Millennium interrupt us all. We can not overdose on all the options we make available to our Customers.
We must manage Tomorrow with passion.
When the spirit is moved, work has meaning.
The job gives people joy.
They feel connected.
They become committed.
Once they are pointed in the right direction, get out of the way.
Give innovation-running room. Let passion express itself.
Dramatic SHIFTS in the factors of success require an equally dramatic SHIFT in management philosophy and in the conception of work and the worker. Successful people embrace CHANGE.
Increase Customer Satisfaction
Properly Train The Internal Customer-Your employees
Develop Management Skills that Amaze your External Customer
Build T-E-A-M Players to integrate the procedures needed for both Internal and External Customers to be AMAZED
Reduce Employee Turnover
Evaluate Performance and Profitability
Increase Productivity and Innovative Problem Solving
Which internal procedures are working efficiently and effectively.
What external products and services are meeting established quality and performance standards?.
Whether or not Customer demands are being fulfilled.
What your Customer turnover costs are.
The nurturing of the relationships with your suppliers, employees, and Customers
How easy it is to do business with you.
We will help you:
Set clear, measurable goals and objectives.
Determine your top priorities for exceeding Customer expectations.
Stimulate your organization to innovate rather than replicate.
Concentrate single-mindedly on delivering innovative, cost effective, products and services.
Focus all your organizations talents and energies on your Customer retention.
Increase your productivity , performance, output and results.
Organize every aspect of your problem solving resources.
Build a T-E-A-M.
Focus and concentrate on profitable activities. 11th August 2006 From India, Delhi