18 Jun

Make Customer Happiness Your Top Priority

Posted in Synergy Suggestions on 18.06.13 by John Meloche

top priorityDon’t worry, be happy.” Sure, this is a song that most of us would like to forget even exists. But its sentiment remains absolutely relevant after all these years. Bobby McFerrin’s 1988 smash hit had a simple premise that still rings true to this day. It’s all about being happy. And this is exactly what your customers want from you. If you own a business, making customers happy should be first on your everyday to-do list.

On Kissmetrics.com, Brian Honigman writes of a number of ways that business owners can put smiles on the faces of their customers. At the heart of each of his tips is the concept of relationship building. Getting and maintaining a loyal client base is more about communication than it is about advertising. Make your customers feel valued. Then you won’t have to worry about their happiness. Let’s look at a few more ways to do this.

Treat a Customer Like a Valued Partner – Communication is Two Way. Ask for customer feedback and truly pay attention to it. Who better to help you with your business than those who actually buy from you? It’s important to show your clients that their opinions matter to you. Implement some of their ideas and prove that you’ve been listening. Value your customers as partners and they’ll reward you with loyalty.

Build Trust – Alert Customers to Large Scale Changes, Good or Bad. According to Honigman, “it takes 12 positive service experiences to make up for 1 negative experience.” Evidently, trust is a sensitive issue. One of the members of our Synergy staff admitted as much when discussing his neighbourhood car dealership recently. He still is unable to trust it after a bad experience.

“Dealing with them that one time was a nightmare,” he reported, “I’ve only returned once or twice for minor maintenance because they are so close by. Those experiences have been fine but it’s hard to completely remove the bad taste from my mouth.” Be informative when it comes to your customers. Keep them in the know when it comes to changes in your products and services. Eliminate any possibility for a negative experience.

Be Transparent – Honesty is Crucial When it comes to Mistakes. A recent episode of “The Simpsons” makes a strong point about being honest in business. At a car dealership, Marge Simpson speaks with a salesman about a car she is interested in buying. The salesman spikes the price by $4000 when he realizes that she is shopping without her husband.

Meanwhile, Marge shows that she is a lot more business-savvy than she is being credited for. For every lie the salesman makes, she is able to call him on it by viewing his company website and Facebook profile on her smart phone. The scene is a lot funnier than this description, of course. The message, however is clear. As Honigman points out, “Being transparent in the digital age is a must.”

In tomorrow’s blog, we’ll conclude our look at Honigman’s list of tips. You’ll notice that they focus primarily on your relationships with your customers over the products and services that you offer. This is where most entrepreneurs go wrong. They concentrate on what they’re selling and not how they’re selling it. It starts with a smile. Keep one on your face and make it contagious!

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