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1. Have your customers pre-establish the expectation - Imagine asking and having one of your customers answer four uncomplicated questions for you before you make the transaction. Ask the following 4 questions:
- Why are you purchasing from our company?
- What do you desire to experience through buying from our company?
- What would have to occur for you to conclude you had a high quality experience purchasing from us?
- What actions might we do that would keep you from being dissatisfied with your purchase from our company?
2. The Power of Predictability - What are you doing to be the greatest provider in your line of work? Consumers desire the best product, since they crave an exceptional result.
However, even more than an outstanding result, customers are looking for a predictable result. Why do you think McDonalds sells more hamburgers than anyone else? It's because people know exactly what to expect. People do not 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. Customers are only aware of what you tell them - Keeping an open line of communication with customers is vital. As soon as a difficulty arises, take care of it as quickly as possible and don't choose the Ostrich Management (Bury your head in the dirt and hope they go away). Give them immediate attention. Are your phone lines always open? Is there a sufficient amount of team members who can respond to email queries? Do you keep your word by doing what you said you would when you said you would do it? A positive response to the previous questions will create customer confidence; a negative response to the above questions will destroy trust.
4. Remove annoyances and create successful performance habits - Are there habits or procedures you have that are distracting your customers from having a consistently good experience? Are you frequently late? Do you have obnoxious call hold music? Are your employees helpful and pleasant, or impatient and impersonal? Is your work careless and unorganized? These distractions may keep your customers from seeing the real value you provide. Ask a few of your customers if they enjoy their interactions with your company. You may get some real positive reinforcement, or get some valuable insight on how to improve.
5. People want directness and clarity - Customers are busy. Assuming, being roundabout, and miscommunicating wastes time. Be clear in communicating. Ask the customer to restate what they heard you say. Don't leave understanding to the customer's imagination.
Nobody needs enemies�especially enemies that used to be paying customers. Keep your customers happy by following these principles we've previously stated and develop consistency in your systems so that you achieve a predictable outcome each time. You and your customers will be much happier!
Category: SalesKeeping Your Customers Happy was written by:Author:Jesse FisherAdded: Fri, 22 Jun 2007 21:35:10 -0400 This Article Has Been Read 169 times View all Jesse Fisher's articlesAbout the Author: Author Jesse Fisher likes composing articles for his clients including Transamerican Medical, a business that resells Philips Medical equipment and parts. See also the Imaging Centers; online directory. (You may republish this article online IF all links are kept intact.) |
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