Gain more CUSTOMERS –

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

        It takes weeks to find a good customer – seconds to lose one.

        Today businesses concentrate more on training employees to improve their performance,  rather than to train them to improve customer services. 

        It’s your customers who will determine your success or failure. Make a special effort to give a good service to them.

        What you want and what your customers want may not be the same. Unless you give them what they want, you won’t get what you want.

A handful of tips to help hold and gain more customers

* Focus on your client needs and wants

        The cheapest form of advertising is word of mouth. Customers who have had good experiences with your organization, or with your products, will recommend it to friends and colleagues.

* Build good relationships

        Greet clients and customers in a friendly manner –  by name. 

        Before you start to discuss your services spend time to establish a rapport by having a chat about topical events and their concerns. Don’t be in a hurry.        

        Show an interest in their activities. “How is the family doing?”  “How’s  your business going?”

         By chatting to your customers you can learn ways to improve your services.

*  Satisfy customers

        Be fully aware of the characteristics and the qualities of your products and services. Then you can advise people with confidence and honesty how you can help them.  

        It’s the users of your products and services who will determine how successful you will be.

* Build customer loyalty

        Be generous with special offers and services for loyal customers. Make them feel special – they are needed for your business to succeed.

* Listen carefully to complaints

        Be available when the customer needs you.         They will tell you what needs to be improved or changed. 

        Follow up on complaints fast and say what actions you will be taking.

        Customers tell more people about bad experiences than about good ones. Take care!

        Tell them you value their opinion and say you are grateful for their complaint and their recommendations.

* Train staff well

        Make sure all employees are well trained in good customer relations, public relations and in the qualities of all your products and services.

        It’s the ability to deliver a consistently high-quality service every time that brings customers back.

-Geoffrey Moss (mossassociates.co.nz)

“Success comes from fulfilling people’s needs.”   

Source: “Secrets for New Managers” first published by Moss Associates Ltd., New Zealand (www//mossassociates.co.NZ) and Cengage Learning Asia, Singapore. Also available as an e-book from Amazon.com and from the VitalSource Bookshelf.