Poor service will help wreck a business. A good business aims to meet the customer’s needs. The customer is the centre of the business, well it should be. Satisfied customers are happy, and they are loyal to those businesses they Trust.

How do we improve our Service? We need to know their expectations. Make a list of the kinds of experiences that discourage customers, and while we are at it make a list of the services people want. Consistency is the key in providing quality services and quality products.

A customer - focused business will gather information from the customer, conduct regular surveys and questionnaires. The business needs to know the bad stuff as well as the good stuff. We need to understand the buying behavior of our customers. Generally we buy two ways, rationally and emotionally. I have found it is a good idea to “profile” 

the customers. Profiling our customers provides accurate information on how our businesses can meet the needs of the customer. Look at the geographic region - demographic profile (age, cultural background, where they work etc). Understand their buying behaviors and assess the amount of times they will engage the business.

We have to understand the customers expectations, and I suggest we make a list of the areas you believe are important to meet their expectations. Ask the customers what their expectations are of your business. They will generally want convenience and clear communication, reliability and attention, respect, honesty, support, product knowledge, and after sales service.

Five main reasons people purchase are confidence we will meet their needs, quality of the product/service, the level of service, the depth and width of services/products, and price. In summary – PEOPLE BUY PEOPLE. 

As appeared in SUNSHINE VALLEY NEWS.