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Which Comes First - Your Business Or Your Customer Satisfaction?
Have you ever had a day that snowballs with issues, customers, excessive workloads or demands and found yourself thinking "If only these customers would leave me alone, I could actually get some work done?"
By: Kristina Evey
Have you ever had a day that snowballs with issues, customers, excessive workloads or demands and found yourself thinking "If only these customers would leave me alone, I could actually get some work done?"
By: Kristina Evey
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As much as we know we SHOULD say "No, I've NEVER thought that!" we are all human and have probably found ourselves thinking somewhere along those lines from on the rare occasion.
How about those times when you start to notice your suggestion or feedback box becoming filled with ideas from customers, but you can think of a million reasons why you can't do them. Is it truly that you CAN'T, or really that you WON'T because it doesn't fit with your current mindset?
These are examples that come into play in companies and organizations every day. The nuance to notice here is how the customer isn't the focus, the business or workload has become the focus.
When demands are high, the customer gets lost in the shuffle. When we are understaffed, the customer receives a lower level of service. It's important to remember that the customer needs to be the focus each and every day, in each and every thing that you do.
There is a saying "Prioritize your work, and work your priorities." Your customer is ALWAYS your number one priority. If you didn't have your customers, would you have any work?
Monitor those suggestion or feedback cards to see what your customers are telling you about your business. Focus on their suggestions. They are telling you what they want and how to improve your service to them. By doing what your customers are asking, you are becoming true partners with them in your business. Your customers will rave about you and refer others to you.
When the customer suggestions might truly seem impossible to implement, look at what they are really asking for. Is it actually to make a process easier, faster, price break, a different end result? Explore ways to accomplish the same objective, but in a different manner. Most of the time, the customers are happy when you achieve what it is they were looking for, even if the method is different than they suggested.
By demonstrating that customer feedback and suggestions were considered, the relationship that is built with the customer is strengthened. Ingrain customer focus into your corporate culture and center all processes and services around your customers.
Clearly, the business functions and operations of your company do need time and attention. Be sure that your customers are held as the core reason for all of these processes in the first place. Customer satisfaction, retention, and referrals always grow when the customer is the center of operations. By increasing customer satisfaction and retention, the bottom line increases right along with it. When your bottom line increases, it affords the ability to grow your business even more to the preferences of your customers.
It is a business cycle that will cycle up or down, depending on where your focus is - your business, or your customer.
So, to answer the title question of this article, the customer ALWAYS comes first. Without your customers, the business just isn't going to be sustainable.
Discover WHY it is so important to Promote Customer Service and HOW your bottom line will benefit ...
Helping you focus on your customers-
Kristina Evey www.CustomerCentricTraining.com
How about those times when you start to notice your suggestion or feedback box becoming filled with ideas from customers, but you can think of a million reasons why you can't do them. Is it truly that you CAN'T, or really that you WON'T because it doesn't fit with your current mindset?
These are examples that come into play in companies and organizations every day. The nuance to notice here is how the customer isn't the focus, the business or workload has become the focus.
When demands are high, the customer gets lost in the shuffle. When we are understaffed, the customer receives a lower level of service. It's important to remember that the customer needs to be the focus each and every day, in each and every thing that you do.
There is a saying "Prioritize your work, and work your priorities." Your customer is ALWAYS your number one priority. If you didn't have your customers, would you have any work?
Monitor those suggestion or feedback cards to see what your customers are telling you about your business. Focus on their suggestions. They are telling you what they want and how to improve your service to them. By doing what your customers are asking, you are becoming true partners with them in your business. Your customers will rave about you and refer others to you.
When the customer suggestions might truly seem impossible to implement, look at what they are really asking for. Is it actually to make a process easier, faster, price break, a different end result? Explore ways to accomplish the same objective, but in a different manner. Most of the time, the customers are happy when you achieve what it is they were looking for, even if the method is different than they suggested.
By demonstrating that customer feedback and suggestions were considered, the relationship that is built with the customer is strengthened. Ingrain customer focus into your corporate culture and center all processes and services around your customers.
Clearly, the business functions and operations of your company do need time and attention. Be sure that your customers are held as the core reason for all of these processes in the first place. Customer satisfaction, retention, and referrals always grow when the customer is the center of operations. By increasing customer satisfaction and retention, the bottom line increases right along with it. When your bottom line increases, it affords the ability to grow your business even more to the preferences of your customers.
It is a business cycle that will cycle up or down, depending on where your focus is - your business, or your customer.
So, to answer the title question of this article, the customer ALWAYS comes first. Without your customers, the business just isn't going to be sustainable.
Discover WHY it is so important to Promote Customer Service and HOW your bottom line will benefit ...
Helping you focus on your customers-
Kristina Evey www.CustomerCentricTraining.com
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