Your Business

Why Your Customer Might Fire You
David Bunge

I recently read an article where the author "fired" several of his suppliers all at once: auto insurance, credit card company, postage meter, carpet cleaner, etc. The reason? He felt under-appreciated and taken for granted by each one.

While clients consider price, convenience, and other factors in their purchasing decision, perceived indifference in the relationship can send even the pickiest penny-pincher running in the opposite direction.

Begin to combat perceived indifference by looking at the questions below:

1. Do you answer the phone by the third ring?
2. Do you ask permission to put your callers on hold?
3. Do you return phone calls/ e-mails within the same day?
4. Do you thank your customers for visiting?
5. Do you thank your customers for buying from you?
6. Do you arrive on time for customer meetings?
7. Do you deliver products and services when promised?
8. Do you ask probing questions to find out the customer’s need before quoting a price?
9. Do you always follow up with customers who purchased from you to make sure they are happy?
10. Do you stay in touch with your customers regularly?
11. Do you ever surprise your customers with a gift?
12. Do you keep your customers informed about new things that are happening in your business?

For any questions you answered NO to, consider whether this could be a positive change to implement in your business. If your customers feel well-served and valued, and understand the benefits of what you have to offer, they are likely to buy from you regardless of the price. And they will likely refer other customers to you.

Don’t let perceived indifference get you fired. Instead, let great customer service help your business stand out. You will benefit from it, and so will your customers!

Copyright 2008, Bullseye Business Systems Pty Ltd. All rights reserved. Reprinted with permission from http://www.ranone.com