SATISFIED CUSTOMERS IS NOT THE GOAL, CREATE LOYAL CUSTOMERS IN COVERSATION WITH PAWAN KUMAR AGARWALLA, CEO DATAMATION Customer Satisfaction is worthless and the customer loyalty is priceless. Satisfied customers will shop anywhere. But loyal customer not only buy from you, but encourage others to buy from you. So, would we like to have satisfied customer or loyal customer? Our Datamation is standing 25 years creating not only satisfied but making our customers loyal such that we can stand still with any market recession. Therefore, today I am going to write something on how we make our customers loyal. Loyalty is more delicate with customers because there is always a balance inMONEY and value. We never give only price, but also value with the product. First, the most important person for a business-house is the customer. So, entire our organization values, strategy, are made to create loyal customers. Our core of the centre or heart of the company is the customer. Today’s Customers are smarter, leaner, price-conscious, and more demanding. So, to balance and to make loyal customers there is lot of tactics a company has to adopt. Rule 1: Be nice. This is the best word I have found in service industry. It is like be friendly, be polite, appealing, kind, well mannered and skill-full. Nice is important is important, be nice is more important. We have to show the above quality in our day-to-day business life. Being nice, If we serve the customers with consistency, integrity, creativity and sincerity, then there is no question of not being the loyal to us. They will recommend our name to their friends, families, and colleagues. We should not only satisfy the customers’ only practical needs, but also emotional wants. Rule2: Customers Service: Customers service is not a department. It is the responsibility of everybody of the organization from the CEO to the lowest ranking frontline employees. Everyone in the company should be thought as a customer service representative. Though someone is not directly speaking to a potential customer like CEO, he has to treat whom he interacts like vendors, suppliers, and employees with sincerity and respect. In this world, good quality only not give you guarantee of profit, but best customer service is the way to distinguish an outstanding company with his competitors. That is why everyone in the company should be considered as a part of customer service department. Rule 3: We should give feeling every customer a comfortable welcome. There are some excellent service tips I have learnt through my experience to my customers. We should greet all customer with a friendly smile. Rule 4: Always say “I am sorry” when we upset someone and make mistake. Always keep our commitment. Always we have to see ourselves from the customers’ point of view. Treat others, as we want to be treated. Do it right or do not do it all. If we act in the spirit of above, we naturally can provide better customer service. Rule 5: Our organization is like a ecosystem and everything in it is interconnected just like natural environment. In other words, if one area affects, every other area is affected. So, if we want our customers to experience excellence service we have to pay close attention to every decision we make every policy we announce, every procedure we introduce, every person we hire, every promotion we award, every email we send, every conversation we have, and on and so forth. So we have to do everything to sustain an ecosystem that is centred on satisfying in customers’ needs. Rule 6: Look Sharp: we should not have any team member who has lack of physical, emotional, and mental energy. Nobody wants to do business who greets you lethargically. We should have people with high speed, to go for extra mile for customer best service. When we look sharp, we feel sharp and we can provide sharp service. And Customer will get better service and customer will get better performer and service provider and they will be loyal to us. We should act like professionals. We should show our professionalism in our every action. We should have the impact on each and every customer by our professional excellence. Professionals are self-directed, self-motivated, and positive and with a I-can do attitude. Treat customers the way we treat our loved one. Our customers are like our family, without their loyalty and trust, the road ahead for us and our business would be rocky. That’s why we should treat our customers the way we want to treat our mother, father, spouse, children, and other loved ones to be treated. Many organizations give a certain customers as VIP status and give special attention to them only. I would argue that every customer should be VIP, means Very Individual Person like our family members. There are many ways of customer service, few important followed by our organization have been elaborated here.
Posted on: Wed, 10 Sep 2014 06:51:18 +0000
Trending Topics
Recently Viewed Topics
© 2015