Customers are the life forces of our businesses. We take time to identify who they are and test the hypothesis associated with our mission with these potential customers. After this is done, we’re ready to serve the life forces of our business. Before we actually serve the customers that we have identified, it’s a great idea to design our method for building customer loyalty. It really is all about relationship building and there are 4 fundamental steps we can follow. Adapted from “50 Things Your Customers Wish You Knew” by Sonia Simone.
1. Customers want to know that they can rely on you. They want to know that you will keep your word and deliver on time.
2. If you don’t know something, they appreciate you when you admit it. This allows them to relate to your human side.
3. Customers want to know that when they refer someone, it will make them look good and feel smart because your service or product was exactly as they had described.
4. Customers never want to feel that they were tricked into trusting you.
Make Things as Simple as Possible
1. Keep communications across all media as clear and simple as possible.
2. Keep the learning curve as short as possible. Make your product or service very easy to master.
3. Remember, customers are basically lazy, they want you to do the work and they get the credit for it.
4. Reduce the stress in your customer’s life and they will value your relationship.
1. Listening is an important life skill and a critical business skill.
2. Ask customers, regularly, want services or products they need from your business. This is helpful for you and the customer.
3. Repeat what you think the customer is saying to insure complete understanding.
4. Listen and look for subtle clues such as facial expressions or things that stand out in the conversations.
Enhance Your Customers’ Self Esteem
1. Customers are always concerned about themselves and their interests. Make their needs a priority.
2. Never make your customer feel awkward or silly.
3. Make your customers know that they have your undivided attention.
Help your customers know that they are good people capable of great things. and you want them to advance.