CUSTOMERS & CLIENTS –

Concentrate on Satisfaction

       Most organisations concentrate on improved performance, but they should be concentrating more on customer satisfaction.

       A satisfied customer can be your cheapest and most effective advertising agent.

       It may take weeks to find a good customer but only seconds to lose one.

       Your customer relations are only as strong as your weakest employee.

       What you want and what your customer wants may not be the same, but unless you give them what they want, you won’t get what you want.

       Try to see your organisation through the eyes of a customer  ( If you were a customer would you do business with your business?)

A handful of tips to improve customer services

* Make everyone responsible

     Everyone in your organisation should be responsible for customer and client services.

       Take special care in selecting, and training front- line people.

       Don’t let your office rules ruin relationships with clients. Use common sense and be flexible with situations.

       Be prepared to make changes according to the situation and your clients needs.

* Turn into a user friendly business

       Find out how you can help your clients achieve their goals. You can only do this by making the time to socialise and to chat with them.

       Never rush your sales business.

* Get your customers and clients involved

       Try to involve them in your planning so they feel they have a stake in your organisation.

* Develop a feedback system

     Try to evaluate your performance. Look for weaknesses and encourage criticism.

       Thank the clients that alert you to your weaknesses.

* Build customer loyalty

       Try to make all your customers and clients feel good about themselves and your organisation.

       If you can build a friendly ,quality service , at a realistic price, you will build customer loyalty.

Geoffrey Moss(mossassociates.co.nz)

“If you don’t take care of your customers someone else will.”

For those in need,  download our FREE book “NO JOB! WHAT NOW? available from our website.

Source: Time-Savers, Moss Associates .Ltd  New Zealand; McGraw-Hill, Australia; Times Business Books,  a Federal Publishing House, Singapore and  Qingdao Publishing House, China.