It is often said that money is a more intimate topic than religion. Perhaps that’s why when most people spend money they want to spend it on a business and with people who care about them and the business transaction that’s taking place. Whether it’s buying something as small as a greeting card or as large as a house, caring about your customer is a fundamental element of your business.
Unfortunately a business unwittingly may contribute to an “I don’t care” or “I don’t know” attitude through lack of employee training. With proper customer service training you can help put the life back into the art of serving your customers.
Building a successful business involves creating and maintaining genuine relationships with your customers, potential customers and vendors. Successful business transactions require people on both ends of the transaction to come together for a mutually satisfactory result. In order to be successful, you must build your business. You make a profit when you turn over customers; but you build a business when you develop relationships; long term, repeat customers who are happy to recommend your business to friends. An ethical, honorable business that’s proud to contribute to the overall economy is part of a healthy community.
Take care of your customers. Know their needs one on one and then provide what they require to make the business deal a happy one. Or let them know you cannot do that (full disclosure). In the case of the latter, a referral to another reputable business would be most helpful. Referrals add to your base of dependable relationships. Disclosing to your customer what you can as well as what you cannot do for them helps to squelch any problems that may arise. Customers appreciate your honesty. They’ll remember you were up-front with them and return to do business with you.
Train your employees, especially front line employees and anyone who comes in contact with customers to care about your business. A study conducted by Technical Assistance Research Programs (TARP) found that about 50% of the time, customers who have a problem with a product or service will not tell the company about it; 50% to 90% of these “silent critics” will take their business elsewhere.
Ongoing customer training for all your employees is a gift to your business. Keep in mind, it costs up to 20 times as much to win a new customer back than to retain an existing one who has a complaint. When you’re given that golden opportunity, be ready to win back your customer and increase your profit with solid employees who care about your business. The Better Business Bureau offers customer service training as well as motivational training geared towards your business. Contact us at 379-6222 or info@txpanhandle.bbb.org.
