Do you know the 5 best ways to keep your customers coming back? Are you practicing them?
Your challenge this week is to do an honest assessment of how well your company is doing in the following areas on a scale of 1 to 5 (1 means you are doing way below average, 5 you are exceptional) :
1. Reliability – Do you do what you say you are going to do? Do you do it when you say you are going to do it? Do you get it right the first time? Do you get it done on time?
2. Credibility – Does your company have your customers best interests’ at heart? Does your company behave like it has those interests top-of-mind? Customers want security, integrity and the assurance that if there is a problem, it will be promptly handled at no extra cost. Customers don’t want hidden agendas, hard sell techniques, extra charges and contracts with “fine print”. How credible is your company?
3. Attractiveness – Anything your customer sees, feels, touches, hears or smells concerning your business is shaping his opinion of your service fro better or worse. How attractive is your company, and how focused is management on ensuring that the company’s profile in the public marketplace is strongly positive?
4. Responsiveness – Is your company accessible, available and willing to help your customers whenever there is a problem? How proactive are you about keeping them informed on any changes or issues that may affect their service? What specific processes and procedures have been put in place to ensure a responsive reaction to any issues that a customer raises?
5. Empathy – Do you put yourself in your customers shoes and try to understand their point of view? Do you ask the right questions, listen intently and speak their language? Customers buy for their reasons, not ours. Do you clearly understand what their reasons are?
How does your company rate for these five critical factors that your customers use as a basis to judge the quality of the service they receive from you? Where do you want to rate? I say nothing less than a 5 is acceptable. Taking care of your customers using these 5 factors will keep them buying, multiplying and coming back for more.
Quick links to review all of April challenges:
To Your Success,
The Rector Group
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