Are you focused on making money in your business? I mean really lasered in on maximizing your potential profits?
It may seem like a silly question. After all, ALL businesses concentrate on making money, that’s their purpose, right?
Unfortunately too many business owners get bogged down in trying to figure out how to increase the money pile on the bottom line. You know- leaning up their six sigmas, maximizing the people they’ve got working for them, increasing margins wherever and however they can.
If you really want to increase the money you’re making, though, you should be focused on one thing: the customer.
Think about how the last time you, as a customer of someone else’s business, had a great customer experience. One where maybe the person on the other end that you were dealing with went the extra mile for you or did something extraordinary in order to make sure that not only were you a customer, but a very SATISFIED customer.
Now think about how it made you feel.
It felt pretty darn good, didn’t it? It may have made you so appreciative that you told several friends or people that you know about it.
Now think about the opposite encounter, a bad customer experience that you have recently had.
When was the last time you as the customer were given extremely poor service, or even mistreated, and how did that make you feel? Horrible I bet. It may have put you in a bad mood for the rest of the day, and according to statistics you may have told even MORE people you know about how you were mistreated than you did when you were given great service.
It’s been said that the typical person tells about 10 other people when they have a bad customer experience. That’s 10 other people you will most likely never get as future customers, so minimizing those experiences for your customers is essential. I say “minimizing” because the old adage that “you can’t please all of the people all of the time” is true. However even when a customer asks for a refund you should do so promptly and courteously. You may make an inquiry to see if their problem can be resolved, but if not then simply accept it and move on.
By learning to give great customer service, even to unsatisfied customers, you will really separate your business from your competitors, and you will see far greater returns while building up the all important elements of trust and honesty with your existing clients.
In short, take care of your customers, create a fantastic customer experience, and the business will take care of itself.
Do you have a story where you received either outstandingly good or outstandingly bad customer service? Please leave a comment below!