CUSTOMER RELATIONSHIP
Every entrepreneur wants to maximize profit and profit cannot be maximized without sales. Sales and turnover can be achieved through assured customer base - they have the purchasing power. Phrases like, ‘’customers are kings’’, ‘’the customer is always right’’, ’’ customers make the life wire of a business’’, are pointers to the importance of customers and the salient need to satisfy them.
The relationship you have formed with various types of people in many different areas of your life can serve as a foundation for you creating strong ties with clients. It’s always worthwhile to pay attention to the things that truly enhance good customer relationship.
Keep the following tips in mind and strengthen the most important aspect of your business; the relationship you have with your customer base:
Internal Customers
It is just as important to keep your internal customers as your external customers. Your internal customers especially the employees are carriers of the organizational culture. The satisfaction of your external customers depends on how the internal customers are satisfied. Satisfying them and keeping them fit is not basically on the amount paid but the employer-employee relationship, the induction to keep them vested with organizational values, working condition and environment, and the training for manpower development among others will do the magic. Charity begins at home!
Treat others the way you want to be treated
This classic lesson seems like the simplest of tasks, yet it is often the one forgotten when engaging in business with a customer. Put yourself in the person's shoe and provide the level of service and respect that you would want.
Honesty is key
Stretching the truth about your products or services in any way can seriously hinder your reputation. If you can be honest and realistic about any services that your business cannot provide, customers will appreciate this and a foundation for a lasting relationship can develop.
Remember that your customers are people not numbers
After a first conversation with a client, remember not only the name but something about the individual as a person. Remembering a fact about the person will prompt you to recall how your business can suit the person’s needs. And these little details can have a big impact on building the relationship.
Keep things lighthearted
Nothing is more upsetting than asking for a product and having a clerk or owner be rude. In contrast feel more comfortable so that he or she can better open up you about a need.
Take cognizance of body language
People can tell, consciously and subconsciously, how you feel about being around them. Keeping your arms and legs uncrossed, smiling and making eye contacts are great ways to ensure that a customer remembers interacting with you.
Each connection is unique and should be treated as such. Often the best tactic is to just be yourself and not overthink things. Take a genuine interest in relationship and the rest will take care of itself.
Respond Promptly
Elliot Hirsch, founder and CEO of AdYapper asserts, "We live in a real-time world, and our clients have diverse schedules, so we feel strongly that immediate responses to requests are very important and deliver a big Wow’’. It may seem unimportant but quick responses can leave a lasting impact on customers. Prompt responses to customer inquiries, feedback or comments can be the difference between a mediocre client relationship and a great one.
Set and Manage Realistic Expectations
One of the most important factors that goes into an effective CRM strategy is providing customers and clients with realistic expectations and following through with them. The worst you can do is disappoint your customers. You might think you will sound lame if you under-promise, but you will never regret it. So, when in doubt, under-promising and over-delivering is preferable to setting wildly unrealistic expectations that you or your company simply cannot deliver.
Finally, it is pertinent to know that, your customers don’t think about your company all of the time. The only time they consciously think of your company is when something breaks. However, when something goes wrong, if you’ve taken care of your customers properly, your company’s name should pop into their heads. This is why you should know that, Happy Customers = Returning Customers! To buttress this point, Lee Hnetinka, co-founder and CEO of WunWun, has strong customer relationships to thank for his growing business. He asserts that, most of their business comes from relationships and most of their users come from current users.
Relationships are huge … making and keeping customers happy has benefits that stretch beyond simply having satisfied patrons. Happy customers are more likely to refer your service, product or business to their friends, family and colleagues — and this grapevine effect is invaluable. Therefore, fasten your, initial the top gear and accelerate into the path of good customer relationship and sustainable business success!!!
