I was talking to a roomful of business owners today about ‘Growing your business through your customers and better service’ and during the presentation we talked about a the changing nature of doing business and a number of reasons of why customers leave. According to my research, one of the main reasons that customers leave is not due to price and quality issues as many companies think but due to poor service or a perceived indifference on the part of the companies to their customers ie. their customers didn’t think they cared enough about doing business with them.
In order to manage this I suggested that businesses you should pay more attention to their customers and build better relationships with them if they wanted them to stick around for longer.
Then, someone spoke up and said that whilst they understood the reasons why they should be building better relationships with their customers they didn’t quite get ‘how they could do it. I said that the ‘how’ would depend on a number of factors including their type of business, their customers, and the sort of relationship that they wanted to build.
However, I did say that I believe that if every business was to go back to basics, the ABC’s of building relationships, when it comes to service and operate under some simple principles then, I wager, they would see a marked improvement in service levels and customer retention and loyalty.
Those principles are
So, if every business, or maybe just even the ones that care enough to make a difference, made even a 10% improvement in the areas that I mentioned above then I believe that would put them head and shoulders above most of their competitors.
In this age of austerity, we are all looking for that edge and our people and how they interact with, deal with, communicate with, engage with each other and our customers are our greatest source of competitive advantage.
What do you think? Am I crazy? Or, could this work?
Thanks to hisks for the image.