People vote with their feet. If they do not like a product, they quit buying it. If they do not like the service rendered, they look elsewhere. People interact with people and do business with businesses that add value to their lives. Following are insights into improved customer service.
Check and recheck your focus of people. People are our most important assets. Businesses have to continually assess the bottom line, and I would suggest that people are the bottom line. Businesses have two kinds of customers, internal and external, or, employees and clients. How each group is treated will be a major factor in determining your success.
Develop Social Capital. Not only does a business need financial capital; it also needs social capital. Remember the old saying, “It’s not what you know, but who you know.” And you get to know people by networking, not just at networking functions, but in your everyday situations. Everyone you know, and those yet to meet, are major players in your social capital.
Understand your sense of purpose. There is a big difference in making a living and knowing how to live. You are in business because you have clients, not visa-versa. To help you better understand your sense of purpose write a mission statement and develop a code of ethics.
Embrace diversity. Author Thomas Friedman declares “The World is Flat”. Like it or not, we are living in a global society. In order to thrive in this new economy, learn to appreciate and embrace cultures, personality types and changing technology.
Develop communication skills and empathy. If you think communication is all talking, you haven’t been listening. The word origin of client is the Latin cliens that means listener. When we listen with purposeful understanding we become better able to communicate to our customers how our product will benefit their lives.
Continually take initiative. Be innovative. You can’t keep doing what worked one time because everything around you is changing. To succeed, you have to meet the challenge head on and stay in front of it.
Get customer feedback. New York Mayor Julianne was famous for asking the man on the street, “How am I doing?” Ask for input through surveys, evaluation forms, call numbers and signs inviting comments or complaints. Honestly evaluate the responses for praise and areas for improvement.
Never give up first. Persistence is paramount. It is through spaced repetition that we learn and how we become acquainted with services offered. Wait one more day. Go back one more time. Call once more.
The customer is always right, even when s/he is wrong, s/he is right. Never argue with a client/customer. Empathize with their point of view and acknowledge how your company failed in their eyes. Sometimes all a person needs is validation. When validation occurs, the customer can be extremely forgiving and willing to give you another chance.
Be Systems Oriented. Develop an operating system, hone it to be a well running machine, and train all personnel to use it effectively.
Our continuation of business depends on service rendered. Put the above principles into practice and monitor the effectiveness.
CREATING VALUE: True success involves mutual gain. Mona’s book, Creating Value, an intangible in a tangible world, deals with developing a dual bottom line of being cost-effective and people effective by balancing a three-legged stool of being, doing and having. It explores Einstein’s Theory of Relativity and applies the physics principles to human relationships. Buy it today.
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