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Creating and maintaining quality customer relationships is often one of the biggest challenges facing small businesses. That and finding and retaining good employees, obtaining and maintaining sufficient financial resources, and finding suppliers of goods and services that you can rely upon, are all part of what it takes to make a business succeed. In fact, it seems that you almost need to treat them like partners
“Please Come Back Again!”
We cannot become accustomed to having customers return, and to expect that the customers are happy, that they will keep coming back, and that they will tell others about you (in a positive manner). The problem with customers is that customers are people!! So, if you are good at getting along with people and building relationships, then you can take steps to build and maintain your customer base. You will also find that these suggestions for customers are also applicable to:
“Please Come Back Again!”
We cannot become accustomed to having customers return, and to expect that the customers are happy, that they will keep coming back, and that they will tell others about you (in a positive manner). The problem with customers is that customers are people!! So, if you are good at getting along with people and building relationships, then you can take steps to build and maintain your customer base. You will also find that these suggestions for customers are also applicable to:
- Employees
- Suppliers
- Partners
- Family members
- Former girl(or boy)friends (but alas, that is a topic for another day!)
If your response is that: “Sure, but that stuff is all the same, and anyway you did it yesterday….”, then my friend, you are heading for a meltdown. It may be fast, or it may be slow, but rest assured that it is coming. No one wants to feel that they are being taken for granted, and customers are no different. Customers have choices… if you do not believe me, plug in your service into Google’s search engine, type in the city or region where you live, and presto! Up will pop a series of choices. Furthermore, where there is limited choice, people will find alternatives!
The other day, the owner of a small food shop told me that she was distressed to find out (via an employee) that not all the people in her neighborhood liked her… good was my response. You are running a business, and that means you will have to make decisions, and that means that people will be affected and not always like the decision. But, it does not mean that you should be callous about the decision-making process, or the implementation of these decisions. Empathy and sympathy are not bad things… if they do not get in the way of making the necessary decisions. Some of the most detrimental errors small businesses make in this arena:
- Ignoring Your Customers: is a sin. An appropriate greeting and a smile are always appreciated.
- Not Listening to Your Customers: In an age where product and company reviews are being posted for posterity across the Internet, and social networking is the norm, perhaps you should make it part of your routine to solicit and appreciate customer feedback.
- Making it Difficult to do Business with You: It should not be a chore for customers to give you their money. So keep it simple and keep it pleasant (will that be cash or debit… with a smile!)
- Refusing to change: we are not talking about doing things worse or cheaper, but we are talking about doing things statically for the simple that change requires effort. Change stirs interest and interest is good.
- Displaying a Lack of Integrity: No one likes to feel lied to or treated in a way that is less than honest. Remember, if you pulled a fast one on that one customer, and your employees, suppliers, or partners saw what you did, what will that suggest about your dealings with them?
Listen and learn: These are valuable tools. Practice them, and these will help you keep your customers (and those other important people in your business) content.
::: BREAKING NEWS :::
Andion has found a new home! In an effort to centralize to a location that is better suited for our clients, we have moved to the downtown Montreal area. In the mean time our Laval office is still open for business. Our new coordinates are:
Andion Financial
2nd Floor, 1445 Lambert Closse,
Montreal, QC H3H 1Z5
T: 514.904.1242
F: 514.904.1335
::: :::
2nd Floor, 1445 Lambert Closse,
Montreal, QC H3H 1Z5
T: 514.904.1242
F: 514.904.1335
::: :::
Let us know what you think, leave us a comment below.
From the desk of Andre M.
At Andion Financial, we shape visions into reality
Copyright © Andion Financial 2010
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