Do you make decisions through the eyes of your customer?
Do you follow the golden rule or the platinum rule?
The Golden Rule is defined as treating others as you want to be treated. But the Platinum Rule goes a step further. It asks that you treat others as they want to be treated.
Research tells us that 7 out of 10 customers will stop doing business with you because they believe you just do not care. How many times can you say you really don’t care about your customers – just not that often.
Because of so many service and product choices your customers can easily Google up another vendor. That’s concerning so have a plan to fight perceived indifference.
First, it’s important to consider that customer’s expectations have changed over time. It’s no longer just about great service. We all now want a great, memorable experience. Loyalty to a vendor is much less important than getting what feels best for you.
A streamlined business operation should be built with careful consideration of customer satisfaction. We want to do business with businesses we know, like and trust and one that takes care of us.
Walk a mile in their shoes and Try on their rose colored glasses are two sayings to revisit and reconsider when rooting out what really matters to our best clients and prospects.
Reality is in the eye of the beholder. Get some input from customers and colleagues and create a plan that will assure your customer with the perception that you are different. You are the vendor that understands their wants and their needs and you value that.
Perceived indifference checklist
Do you answer your phone by the 2nd ring every time?
How about ask for permission to put the caller on hold?
Does anyone hold the line for more than 30 seconds?
Do you thank your customers for calling? Visiting?Do you refer to customers by their name?
Is thanking your clients for using your business a common practice?
How timely is your team for customer/client meetings?
Do you avoid making your customers wait?
Are product and services delivered when promised?
Is there a heads-up given if problems arise?
Is there a documented process for mistake and problem resolution?
Is your return phone calls/e-mails policy within the same day (within 24 hours)?
Do team members take responsibility for helping customers?
Do you ask for more information when customers ask for a quote or a price?
Is there follow up after delivery of a service or a product?
Do you stay in touch with customers regularly?
Do you ever surprise your customers with a gift?
Do you keep your customers informed about what is new in your business?
Do team members know why the customer is “king”?
Do you thank your internal customers (team members) for what they do for you and your business?
This checklist is an important tool in your sales, marketing and customer service tool kit.
Celebrate when you can honestly answer yes and be willing to dig and investigate your customer’s experience when your answer is no to the preceding questions.