Business Success Depends on Attention to The Basics
Article date: Sep 22 2014
Marcus Straub
Companies that are in the business of fostering happiness
in their customers are the most enlightened of all. They understand
successful operations are, first and foremost, about serving people and
ensuring their satisfaction. These businesses know that increasing the
pleasure, fulfillment and happiness of the patrons who support them with
their hard-earned dollars will build a base of loyal and referring
customers.
The difference between creating raving fans out of your
customers or not is getting the multitude of basic or “little” things
right on a regular basis. Just a moment of reflection on your personal
experiences will reveal your favorite businesses — the ones you frequent
often and tell others about with great enthusiasm — are those that
consistently go the extra mile in their efforts to leave you feeling
happy and satisfied.
Here are some of the critical “basics” to which you must
pay close attention and deliver consistently as you endeavor to create
true and lasting success in your business:
Greeting your customers: How you greet your customers is
vitally important because it creates a lasting first impression each
time they engage your business. If the greeting they receive is
non-existent or lackadaisical — lacking in smiles, energy or a caring
attitude — your customers will be turned off from the start. Conversely,
if your customers are acknowledged quickly by a smiling, happy person —
one who’s receptive and caring — they will be open to your business and
what it has to offer. The greeting offers an opportunity to set the
stage for success every time a customer chooses to do business with you.
Listening to your customers: I’ve yet to meet a person who
didn’t want to be listened to. Yet, all too often customers aren’t
heard by the businesses serving them. In fact, when this occurs,
customers aren’t being served at all. They’re being undervalued and
neglected, and they know it. When you listen to your customers — and
train your team to do the same — customers feel acknowledged, valued and
cared for. The result is greater rapport, increased customer
satisfaction and loyalty.
Understanding your customers: When you and your team
members truly listen to your customers, you’ll be able to more
accurately comprehend their wants and needs. In turn, this will position
you to ask the key questions that will help you fully understand their
desires and offer the appropriate high-quality solutions. With this type
of solid communication in place, your business creates the possibility
of accurately meeting, and even exceeding, your customers’ wants and
needs.
Correcting mistakes for your customers: How mistakes are
handled constitutes another demarcation among poor, good and exceptional
businesses. Errors made by your business should never become the
responsibility of your customer. This is a sure fire way to damage your
reputation and lose business. It’s far wiser to base your operation on
integrity — to own any missteps, no matter how costly, and do all you
can, within reason, to correct the situation with your customer. The
impression you leave them with will be a lasting one.
Satisfy your customers’ wants and needs: A wise goal for
any business that wishes to be a lasting success is to place a high
priority on satisfying customer wants and needs. Every customer comes
through your doors for a reason. Understanding what they truly want and
then fulfilling it will lead to their satisfaction. In return, they’ll
come back for more and tell others about their wonderful experiences
while doing business with you.
Give your customers a great feeling: Ideally, every
business owner and team member wants their customers to leave feeling
not only satisfied, but also better than when they arrived. Ultimately,
it’s the feeling you give your customers that matters most. When people
leave your business feeling better, you’ve added value to their lives,
and value (receiving a quality experience, not just a good price) is
what they seek.
All of us have our favorite places to do business, and the
reasons are obvious. These companies represent the exception to the
rule and have set themselves apart by going above and beyond in
satisfying us. They truly care about the people who make their success
possible.
Make it a priority to get the basics right. Engaging the
assistance of a professional coach or consultant offers a highly
effective means to uncovering your weaknesses and efficiently turning
them into strengths.
Commit to running a business that consistently delivers on
the basics. And do it with integrity and gratitude, because without
satisfied customers, there’s no business or success.
