Delivering customer satisfication reflects that a satisfied customer will call again or will retain business within your organisation and become your advertising agent .It enhances good company image.
How do let your prospective customers know who you are and what you do?
If it is your physical infrustructure it is the same with every other businesses : four walls ,a ceiling and a floor.But how do you stand out in your customer 's eyes ?Is your company 's name the first one they think of when they need your product?Can they tell a neighbour that your company is the first one they should try because you have had great success with them ? Is your company consistent in delivering what it says it does? 100% customer satisfication is very impossible because perfection is virtually hard to achieve. But the company can strive for consistency of having what the customer wants in the quantity they want it in ,and with efficient and knowledgeable and friendly employees to wait on them everyday.That is what will keep customers coming back to your business .everyday and not just at the holidays.
Your company look like it is business everyday or there are bare spot waiting for the next shipment?What challenges you experience to make people buy from you?Is your store merchandised and signed in such a way to make their experience an efficient and pleasant one?
Customers usually buy the source (manufacturer),they buy economy,how cheaper or expensive ,your performance how you react and serve.Customers also consider the effectiveness,taste or durability of the product.People opt for low running cost that's cheaper products or maintenance facilities to build or reconstruct some of their assets.
One of the most important things shoppers rate as important in their shopping experience is that of efficiency.People do not have time to make two or more trips back to your location to find out if you have received more of what they originally came in for, especially at the holidays.People will plan their shopping trips around ,who has the best selection at the best price and fastest service to get me in and out.
The old baseball saying ,one,two ,three strikes you are out ,would be wonderful if true business ,but it isn't .The customer now gives you one swing and if you can't satisfy them there is good chance you don't get another bat.
Buying motive of customers:People buy because it is a necessity to satisfy basic needs such as ordinary food,clothes etc.They may buy gifts and presents for their relatives and friends.They consider affordability for economy wise or buy for luxurious sake and out of greed.
Customers may also persue expensive for themselves ,to initiate other well known celebrites like David Backham or buy just for rememberance purpose.
Some buy goods just because it is fashionable ,accessible or its for seasonal purpose for example summer or winter wear.
Attitudes towards customers :Be polite and sincere ,don't be rough and rude to your customers.Be active reciptive businessperson when receiving customers.Offer helpful services as you give suggestive views and always advise on what next to be done.
A businessperson can be able to clearly help customers at all levels .For customer care to be clearly formulated it is ideal to have a clear understanding on the following:
♦A customer is the most important person in your business .These people are the major reason why you establish your business.
♦Customers are the life blood of this and other business ,that's they are the people who determine the survival of business as blood gives life so as customers are reasons of maintaining your business activities.
♦Customers don't depend on us ,but we depend on them .This illustrates that customers are the ones who we rely upon and hence they purchase our products or services, customers are part of our business without customers no business.And they don't interrupt our business ,but are the purpose of it.When arrives a worker should leave whatever doing and attend to customers.
♦Customers bring us what they want ,then it is our duty to fulfill these wants .The company should be able to offer alternatives.
These are not people to argue with ,the employees should not enter into arguments with the customers but rather should listen attentively to all customer's needs.They are the kings that enables our organisation to continuosly survive as we undertake the said day to day duties or activities.
♦A customer deserves the most courtsey and alternative treatment we can give him/her and we should be capable of handling our customers.And is not cold static but is a human being with feelings or emotions like ours .Customer's promises should be fulfilled if not these are the consequences:
Low sales and our business no longer have more money.No enough cashflow and no expansion or improper expansion
Showing posts with label customer care. Show all posts
Showing posts with label customer care. Show all posts
Saturday, September 25, 2010
CUSTOMER CARE: The reasons why customers object not to make purchases
The capability of the organisation through its employees or personnel to be able to handle customers.Handling customers is ability to develop a long lasting mutual relationship with the customers.Customers can be clearly handled using one of the most important ingredient called customer care.
Customers may not buy your products because possibly they don't know how to use the products,not trust or no enough knowledge of your organisation or don't have enough time.
Some needs time to think about it or to consult family members or to compare prices with other competitors .If the prices of the products are expensive customers can not afford to buy.
Some people need to shop otherwise the quality of the product is not upto the customer /s expection.It should be noted that dealing with customers in most cases requires an individual to be able to clearly understand that given day to day duties particulary in the retail environment customers will always object to manufacturers.
Solutions to overcome customers objectives:
Always create a conducive environment and be friendly to customers.Clearly outline what employees should say if customers raise such objections or objectives.Don't be rude to customers and avoid rushing customers to make purchases ,above all customers is the backbone of your business if you might want to succeed.Have strategy for you to advertise either weekly ,monthly ,quarterly or annually in some fashion, to keep your name top in your customer's mind.Theadvertisements should be consistent with what your customer finds when they shop with you.
If for example making beautiful ad campaign on the internet or TV commercials showing all workers from the areas of the shop ,bakery,butcher or grocery smiling for the matter of making impressions that the organisation wants to be recognised for having great service.The reality must be the same from those ads and workers need to be continuously trained and given incentives.
Be able to explain to the customer the importance of the product mainly focussing on its benefits or features.
The benefits are characteristics that are found on a product particularly on what the product does to the customer after a purchase have been made ,for example on the durability ,satisfaction,quality or guarantee.
Features are the basic characteristics that are found on a product with particular attention to the following style,design,brand name and colour range.
Just like the gift wrap on a pretty package , your merchandise is what the customers see to make the first impression.Good entrance neat doors can invite customers in.
Employees are the biggest asset or they can be biggest liability .You might have a big wake -up call if you ask yourself the following question "would i want any of my employees for my competition ?" If your answer is yes ,you do better do some house cleaning.
Employees are not however bad performers ,they just need regular training inorder to be consistent on service.They must also held accountable for their performance on a persistent basis,not just a once a year review time.When employees need to be rewarded so that they realise their importance in the organisation.Without them ,there would be difficult to do all the task necessary to produce quality services or products now you be able.
If you want an outstanding performance from employees during busy moments where your business is at peak ,develop your team players now ,not when panic scheduling rears it's ugly head.Remember how your employees feel about their job that will be written all over their faces ,and that is the first thing your customers see.The employees should be trained to work within the organisation' s mission.Most of the organisations train their workers to be rigid in rules that our customer's satisfication with our services is compromised.But workere should be advised to make their moral judgements according to the situatons and always help the customers so long it does not affect the policy of doing business.
Customer bill of Rights:The customer has the right for:
•polite treatment all times
•treated as a king
•full attention during every transaction
•fast and accurate information
•be kept well informed
•friendly and smiling services
•expect action in emergencies and special situation
•expect that the organisation she/he is dealing with has adequate knowledge concerning their products or services.
When treating your customers don't expect that every one loves the present they get.Why we make our customers jump through hoops?We make it difficult for them to buy and then we make it more difficulty for them to bring it back and we wonder why they choose to shop somewhere else.How we treat customers throughout the year when they are purchasing or even when they are returning items ,set the stage for their future business.The gifts should be timed so that they can motivate customers.
Customers may not buy your products because possibly they don't know how to use the products,not trust or no enough knowledge of your organisation or don't have enough time.
Some needs time to think about it or to consult family members or to compare prices with other competitors .If the prices of the products are expensive customers can not afford to buy.
Some people need to shop otherwise the quality of the product is not upto the customer /s expection.It should be noted that dealing with customers in most cases requires an individual to be able to clearly understand that given day to day duties particulary in the retail environment customers will always object to manufacturers.
Solutions to overcome customers objectives:
Always create a conducive environment and be friendly to customers.Clearly outline what employees should say if customers raise such objections or objectives.Don't be rude to customers and avoid rushing customers to make purchases ,above all customers is the backbone of your business if you might want to succeed.Have strategy for you to advertise either weekly ,monthly ,quarterly or annually in some fashion, to keep your name top in your customer's mind.Theadvertisements should be consistent with what your customer finds when they shop with you.
If for example making beautiful ad campaign on the internet or TV commercials showing all workers from the areas of the shop ,bakery,butcher or grocery smiling for the matter of making impressions that the organisation wants to be recognised for having great service.The reality must be the same from those ads and workers need to be continuously trained and given incentives.
Be able to explain to the customer the importance of the product mainly focussing on its benefits or features.
The benefits are characteristics that are found on a product particularly on what the product does to the customer after a purchase have been made ,for example on the durability ,satisfaction,quality or guarantee.
Features are the basic characteristics that are found on a product with particular attention to the following style,design,brand name and colour range.
Just like the gift wrap on a pretty package , your merchandise is what the customers see to make the first impression.Good entrance neat doors can invite customers in.
Employees are the biggest asset or they can be biggest liability .You might have a big wake -up call if you ask yourself the following question "would i want any of my employees for my competition ?" If your answer is yes ,you do better do some house cleaning.
Employees are not however bad performers ,they just need regular training inorder to be consistent on service.They must also held accountable for their performance on a persistent basis,not just a once a year review time.When employees need to be rewarded so that they realise their importance in the organisation.Without them ,there would be difficult to do all the task necessary to produce quality services or products now you be able.
If you want an outstanding performance from employees during busy moments where your business is at peak ,develop your team players now ,not when panic scheduling rears it's ugly head.Remember how your employees feel about their job that will be written all over their faces ,and that is the first thing your customers see.The employees should be trained to work within the organisation' s mission.Most of the organisations train their workers to be rigid in rules that our customer's satisfication with our services is compromised.But workere should be advised to make their moral judgements according to the situatons and always help the customers so long it does not affect the policy of doing business.
Customer bill of Rights:The customer has the right for:
•polite treatment all times
•treated as a king
•full attention during every transaction
•fast and accurate information
•be kept well informed
•friendly and smiling services
•expect action in emergencies and special situation
•expect that the organisation she/he is dealing with has adequate knowledge concerning their products or services.
When treating your customers don't expect that every one loves the present they get.Why we make our customers jump through hoops?We make it difficult for them to buy and then we make it more difficulty for them to bring it back and we wonder why they choose to shop somewhere else.How we treat customers throughout the year when they are purchasing or even when they are returning items ,set the stage for their future business.The gifts should be timed so that they can motivate customers.
Subscribe to:
Posts (Atom)