We all say we are the best, and have an excellent reputation! However, is that reflected in the way we treat our customers? Most if not all will answer in the positive, but here is a checklist that might indicate the opposite:
- How do you answer your phones?
How is the phone answered when a customer calls? When was the last time you called your office number? Are calls answered with an automated system that takes an advanced degree on how to maneuver the system to reach a live voice?
- Do you “Take Care Of” or “Solve” the problems?
Have you ever found yourself telling the customer “I will take care of it?” when they call to render a complaint? We need to understand the difference between “Handling and Solving” issues. When we fail to solve a problem, we create a big opportunity to have repetitive issues.
- Are your customers contacted by your competition, more than you?
I am often told, “I just do not have the time to visit all my customers” or “My customer does not have the time to meet”. Why would you not make time to visit the source of your income?
Visiting a customer’s facility does not mean that you have to have a formal meeting! Inspecting the facility and a quick “Hello I am just doing an inspection and wanted to just say hello” will reinforce the pro-active approach to caring for your customers.
We work so hard to get a new customer, sometimes it may take years to finally land a desired account, and our efforts to keep that customer satisfied should be give even more effort. Develop a Strategic Plan to maintain your reputation.
