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I’ve talked a lot about making sure your business is aligned with your target market.
And in today’s environment where your target market’s wants and needs can change in an instant, it’s important to stay on top of what will solve their problems and make their lives easier. [Read more...]
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Most of the time these days, you’ll find people complaining about poor customer service (me included!). Customer service is so poor across the board that it doesn’t take a ton of effort to go above and beyond so you stand out in your customers’ minds.
Often just being attentive and saying thank you is quite enough. But make sure you don’t go overboard. [Read more...]
It costs twice as much to gain a new customer as it does to hold on to an existing one. There are six proven actions any small business can take to ensure a customer stays a customer.
Show your customer or client the work you’ve been doing and the results you’ve achieved. By giving them something they can read and react to, questions are answered and suspicions are erased. What’s more, the customer may realize they need you to do additional work.
If most of your dealings are done over the phone, make a point of holding face-to-face meetings periodically. Meeting in person says you are interested in there business and it gives you an opportunity to literally see things that you can help address.
Every business has its own verbal shorthand. When speaking with a customer use terms they can readily understand. They feel more comfortable and sense you’re working as a team.
Never assume the customer is satisfied. Throughout the work process, ask how your customer feels about what you’re doing and show them by word and deed the comments are taken seriously.
As proud as you may be about your product, remember it’s being made for the customer. Make certain you know exactly what they want, when it’s needed, and more. Avoid the kind of surprises that no one likes.
For any number of reasons customers change processes, be it terms and conditions, purchase orders, accounts payable or just about anything. Customers know they are valued if you show a willingness to work with them, just as much as you want them to work with you.
This guest post is by Bob Dieterle, Sr. Vice President and General Manager of Smart Online, developers of the OneBiz® suite of web based small business applications.
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