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If you are in the restaurant business, you are in the relationship business. If you are in auto sales, you are in the relationship business. If you are in the hotel business, you are definitely in the relationship business. In fact, when you come to think of it, most businesses are in the relationship business. Building relationships is the glue in any business. How do you go about building customer relationships?
Relationships form through good experiences. Relationships require effort and they are based on good communication foundations. When you nurture a sustained connection that makes the customer feel valued and cared for, they will become fiercely loyal. Get to know them. Take an interest in what’s important to your customer. Rejoice with them in their highs and comfort them in their lows.
Find out what your clients’ expectations are. Don’t even think of meeting their expectations. Your opportunity is to exceed their expectations. Surprise them. Wow them. If they can buy your product cheaper somewhere else they won’t care. They will stay loyal to you because of the way you care for them.
It is important to understand what your clients want. Most of the time, they are not buying your product; they are not buying your service. Think about that for a minute. You must think the author is out of his mind. Here’s the truth: Your customer is buying your solution to his problem. The solution is a package deal. Every item is like a puzzle piece in the big picture. The big picture includes the product, the atmosphere, the attitude of the employees, the good customer service, the communication, everything. Remember that because it is a key principle. The customer isn’t buying your product. He is buying your solution to his problem.
A good example of that is someone who is hungry. The problem is hunger. The customer isn’t looking just for some food to eat to get rid of the hunger. The customer wants to sit down and relax in a soothing atmosphere. He wants to be served good food by pleasant waiters. He wants to have pleasant company in great surroundings. He wants to feel welcome and feel like he belongs. This is true in almost every industry.
Something that is right for one customer may not be right for another. Focus on each customer. They will tell you what they want and how they want it. Some clients want a home run and others just want a base hit. Try to understand their objectives. You are the one that can guide them toward their goal, or toward a better decision. You can present them with opportunities that arise which might fit right in with their objectives.
We know that some customers are impossible to please. They have just made a decision ahead of time that nothing will be good enough. Sometimes these customers assume that everything that goes wrong has to be blamed on someone, and that someone is usually you or your employees. An employee once asked his manager after enduring a great deal of tongue biting with one very annoying client, “When can I tell this person he is being such a jerk?” The wise manager replied, “The second after you hang up the phone.” This really puts things in perspective. Keep trying. Don’t ever let the breakdown in customer relations happen because of a shortcoming on your end.
Tactfulness and diplomacy are not over-rated. In fact they are somewhat of a lost art and are just what every business needs more of to win over even some of the most difficult customers. In a mid-size city like Lethbridge, SEO firms and other online businesses have discovered that treating customers honestly and fairly is what good customer service boils down to. Always have the customer's best interests in mind. Take the extra step. Do more than what is required to make your customers feel they are valued. Lethbridge SEO businesses have raised the industry standard in this area. To have success in creating and maintainig customer relationships, you must understand the importance of going out of your way to help the customer. This is what truly builds lasting customer relationships.
If a mistake has been made, tell the truth. Tell the customer what went wrong and what you are going to do to fix it. Make sure everyone in your business understands this and knows how to respond. When you learn to implement these customer relations suggestions in your establishment, you will see growth in your loyal customer base.
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