Advertising
Advertising

Winning Customers. . . and Keeping Them Too

Winning Customers. . . and Keeping Them Too

It’s widely accepted that customer service is probably the most important way for any business to differentiate itself in what is now a global, commoditized and hyper-competitive business world. When competitors can replicate your products or services, and undercut your pricing, about the only thing they cannot do as quickly is to reproduce the image you have already established in your customers’ minds and the loyalty it wins for you.

It’s also worth reminding yourself that in a world full of social networks, blogs, and web sites reviewing everything, providing poor customer service will be the fastest way for any business to do irreparable damage to its image, and convince people that they don’t want even to consider becoming its customers. Winning a new customer is important—but it’s also chancy, expensive and time consuming. Keeping the ones you have is essential to building any kind of stable business.

Advertising

So far so good, but saying this is a lot easier than doing it. What does it take to be able to prosper in a marketplace where a single misstep in handling a customer can be all around the Web in seconds?

It takes time. Time is essential to any type of satisfactory customer service.

Advertising

  • You must give people your time to deal with their issues properly, not palm off some quick fix that works (maybe) for you, but leaves them little better off.
  • You need to give your customers your time and attention to really listen to their concerns and thoughts. Just about every human being wants to be heard and have his or her existence validated by other people’s attention. Give customers this and they will love you (and forgive your mistakes too). Deny them a hearing and they’ll hate you for it, almost whatever else you do for them.
  • You must give people your time if you want to build a relationship with them that they will value. The difference between a relationship conducted on the run and a relationship that will create loyalty and long-term business is comparable to the difference between a long-term, loving relationship and a one-night stand.

How do you make the time for good customer service? The secret of making time for what matters is not in what you do, it’s in what you don’t do. Cut out all the time wasters: things like wading through pointless e-mails, jumping to respond to instant messages, attending meetings that have no real purpose, spreading gossip, and writing memos or sending messages purely to protect your butt. Pare down every purely administrative activity (record keeping, budgeting, filling in forms, discussing yet another policy on car parking allocations) to the minimum time needed.

Focus every second you can on whatever makes your business successful and nothing else. I can tell you right now that it won’t be compiling reports, or attending budget meetings, or playing office politics, or reading endless cc’d e-mails. If you want to tell someone something, pick up the phone or tell them face to face. If you want something done, don’t convene a committee; give someone the responsibility and trust them to do it. If you want time for better customer contact, stop wasting it on purely internal issues.

Advertising

Above all, concentrate on creating meaning for yourself, your customers, and your colleagues and associates. When people are doing something that has a meaning and purpose they can believe in, miracles happen every day.

What does it take to create such meaning? You guessed it: time. Time to spend with the people who work with you and the people you sell to or serve; time to explain your purpose and engage them in the process of making it a reality. If you fail in this, it won’t matter how else you spend your time. It will truly be wasted.

Advertising

Related Posts:

Adrian Savage is a writer, an Englishman and a retired business executive (in that order). He lives in Tucson, Arizona. You can read his thoughts most days at Slow Leadership, the site for everyone who wants to bring back the taste, zest and satisfaction to leadership; and also at The Coyote Within.

More by this author

Have You Ever Wished Your Kids Will Beg To Do Their Chores? How to Plan Your Life Goals and Actually Achieve Them in 7 Simple Steps 20 Things People Regret the Most Before They Die Overcoming The Pain Of A Breakup: 3 Suggestions Based On Science Quit Your Job If You Don’t Like It, No Matter What

Trending in Communication

1 10 Things To Remember When Everything Goes Wrong 2 9 Ways to Prepare for Change and Live Your Dream Life 3 Feeling Like a Failure? 10 Simple Things to Help You Rise Again 4 How to Live a Stress Free Life In a Way Most People Don’t 5 How to Achieve a Realistic Work Life Balance

Read Next

Advertising
Advertising
Advertising

Last Updated on June 26, 2020

10 Things To Remember When Everything Goes Wrong

10 Things To Remember When Everything Goes Wrong

Problems and heartaches in life are inevitable. However, there are some things to remember when you’re right in the thick of it that can help you get through it. When everything seems to be going wrong, practice telling yourself these things.

1. This Too Shall Pass

Sometimes life’s rough patches feel like they’re going to last forever. Whether you’re dealing with work-related issues, family problems, or stressful situations, very few problems last for a lifetime. So remind yourself, that things won’t be this bad forever.

Advertising

2. Some Things are Going Right

When things are going wrong, it’s hard to recognize what is going right. It’s easy to screen out the good things and only focus on the bad things. Remind yourself that some things are going right. Purposely look for the positive, even if it is something very small.

3. I Have Some Control

One of the most most important things to remember is that you have some control of the situation. Even if you aren’t in complete control of the situation, one thing you can always control is your attitude and reaction. Focus on managing what is within your control.

Advertising

4. I Can Ask for Help

Asking for help can be hard sometimes. However, it’s one of the best ways to deal with tough situations. Tell people what you need specifically if they offer to help. Don’t be afraid to call on friends and family and ask them for help, whether you need financial assistance, emotional support, or practical help.

5. Much of This Won’t Matter in a Few Years

Most of the problems we worry about today won’t actually matter five years from now. Remind yourself that whatever is going wrong now is only a small percentage of your actual life. Even if you’re dealing with a major problem, like a loved one’s illness, remember that a lot of good things are likely to happen in the course of a year or two as well.

Advertising

6. I Can Handle This

A lack of confidence in handling tough times can add to stress. One of the best things to remember is that you can handle tough situations. Even though you might feel angry, hurt, disappointed, or sad, it won’t kill you. You can get through it.

7. Something Good Will Come Out of This

No matter how bad a situation is, it’s almost certain that something good will come out of it. At the very least, it’s likely that you will learn a life lesson. Perhaps you learn not to repeat the same mistake in the future or maybe you move on from a bad situation and find something better. Look for the one good thing that can result when bad things happen.

Advertising

8. I Can Accept What’s Out of my Control

There are many things that aren’t within your control. You can’t change the past, another person’s behavior, or a loved one’s health issues. Don’t waste time trying to force others to change or trying to make things be different if it isn’t within your control. Investing time and energy into trying to things you can’t will cause you to feel helpless and exhausted. Acceptance is one of the best way to establish resilience.

9. I Have Overcome Past Difficulties

One of the things to remember when you’re facing difficulties, is that you’ve handled problems in the past. Don’t overlook past difficulties that you’ve dealt with successfully. Remind yourself of all the past problems you’ve overcome and you’ll gain confidence in dealing with the current issues.

10. I Need to Take Care of Myself

When everything seems to be going wrong, take care of yourself. Get plenty of rest, get some exercise, eat healthy, and spend some time doing leisure activities. When you’re taking better care of yourself you’ll be better equipped to deal with your problems.

More Tips to Help You Carry On

Featured photo credit: NeONBRAND via unsplash.com

Read Next