Building A Customer Focused Business
What is the #1 asset in your business? Your customers, of course! They provide the revenue that keeps your business afloat and enables growth. Without your customers, you would not be in business.
Who does not like to feel familiar and appreciated? People in general like to be acknowledged and made to feel that they matter. The same goes for business. Getting to know your customers personally and showing interest in their business will make them more likely to stay with you. Personal attention is crucial and will result in referrals to other prospective customers. People who know your business and hold you in high regard are the best referrals.
Building a customer focused business is easy. Focus on the customer, first.
1. Get acquainted with your customer and learn about their business. Understand their needs and show them how you can offer support.
2. Be accessible. When customers call, they want immediate answers A customer focused business will have someone answering the phone and directing them to the appropriate person to solve any issues or handle other needs. Lack of accessibility will result in the customer moving their business to your competitors.
3. Listen and understand questions and concerns. Show them you are interested in them and their business and finding solutions for their issues.
4. Do them a favor. Customers will often call with a critical request that may be against normal protocol. Don’t make it a habit, but accommodate them when the request is feasible. Be clear that this is not usually something you do, but that you want to help and will make an exception this time. Accommodating them will show them that you really are focused on their needs.
Remember, the success of your business is a result of your customer’s success.