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Are Your Customer's Satisfied?
by Kent Jacobson, a.k.a. Mr. Success
Published on this site: April 28th, 2006 - See
more articles from this month
Do you monitor how satisfied your customer's are with the
service or product provided to them? If you do great, if not,
you definitely need to start. The reason to maintain customer
loyalty is obvious, look at all the competition that is in
the market place. Customer loyalty to you and your product
or service is a key component to maintaining a successful
business.
Where to begin? Begin by improving you & your companies
listening skills at all levels. Every contact made by you
or your personnel via the internet, phone or in person is
a potential "Customer Moment" and can provide early
indications of potential problems. I mean everybody, from
the dock to board room; train yourself and personnel to listen.
Listen to what may be considered a trivial or off the cuff
comment, document it and discuss internally. These comments
may actually become a real customer issue, and if dealt with
sooner rather than later will build customer satisfaction
and loyalty.
Next, develop a feedback system that supports the collection
of customer information and can even provide a response mechanism
when required. To implement this system, you will need to
assign a person or small team to decide what is best for your
business and customer base. You might even engage some of
your faithful customers in this project.
Active listening to you customers is not easy at first, but
you will recognize the power and monetary benefit of avoiding
customer complaints and heading off problems before they escalate.
Just remember the last time you were the recipient of poor
customer service! Do not fail to act on what you information
gained through your customers voice. If additional training
is required seek out subject matter professionals and organizations
to assist you.
The investment will be worth it, just ask your customers what
they think!
Kent Jacobson, a.k.a. "Mr. Success" is a trusted
authority in the success field and provides valuable success
information for free through his website at: http://www.Shortcut2Success.com
. You can also read Kent's Success Blog to find more success
secrets at: http://www.Shortcut2Success.com/blog
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