The Almighty Customer
How much do you know about your customers? Do you know what makes them happy? Mad? Restless? Let's face it…you should! Businesses often operate in ignorance of what their customers like or dislike, ignore and abhor. To ensure retention, pay attention!
The Basics: What Customers Love
When you know them, remember them by name and remember their preferences.
To be treated with respect
To feel special
To know you're accountable when problems arise
The ability to reach a live voice or person when problems arise
To receive lagniappe — a little something extra, for their money's worth
The Basics: What Customers Hate
The runaround — and having to repeat one's predicament repeatedly
Labyrinthine voice mail systems
Being put on hold
Being left on hold
Being disconnected after holding
Poor routing of their phone call to the incorrect person
Repeatedly hearing how important their patronage is while on hold indefinitely
Canned e-mail responses that are unresponsive or miss the particulars of the problem
Sales reps with surly or superior attitudes who are condescending
Lack of empathy
Taking customers for granted
Being nickel and dimed!
Adhering to the letter of the law as opposed to the spirit of the law
How We Can Win Points With Customers
Exceed their expectations!
Anticipate client needs even before they do
Proactively head off problems before they occur