Some business owners we’ve talked with lately are in a bad situation. Their business is way down. I’m not talking about what almost everyone has experienced with revenue not being like it was and business not growing in leaps and bounds like before. I mean they are worried about whether they are going to be able to stay in business. It’s that bad.
What we discover is that they all seem to have one common thread among them. They have no customer relationship management strategy in place. They have done little, or in many cases nothing, to build their customer relationships. This has put them at a huge disadvantage because their customers do not know them like they should. They haven’t built the loyalty, the credibility, or the likeability.
Some businesses understand this right away, take our advice and get started on putting a customer relationship system in place. Some decide to carry on like before not willing to believe this is part of their problem. They will blame whatever happens to them on the economy (as they have been) and let the chips fall where they may. You will see some of these businesses eventually shutter their doors, and some already have.
Do you have a customer, client or patient relationship strategy in place? It is not too late to start one and in fact could make a big impact on your business now and well into the future.
Over the next few marketing minutes, we’ll discuss each one of the five key ingredients and their importance. Today, we will talk about the first key ingredient to a customer relationship strategy.
Key Ingredient #1
Develop a customer centric culture and define what you want your customer’s experience with your business to be.
This is all about how you want the customer, client or patient to feel when they do business with you. Obviously, you want the customer to feel good about doing business with you.
Ways to incorporate that “feel good” feeling—
- Greet people with warmth, smile and maintain eye contact
- Engage them in friendly, empathetic conversation
- Show interest in them
- Listen to their needs
- Be sure you are addressing their needs and not yours
Delivering excellent customer service and cultivating positive feelings is the first step to building your client relationships. We all want to feel good and will gravitate to those who make us feel important.
Stay tuned for the other four key ingredients.