The Customer

The Customer
The Westpak Tell-Tale
by Craig Tyler

"To satisfy the customer is the mission and purpose of every business" - Peter Drucker

Customers are the lifeblood of our businesses. They're a major factor in whether our businesses succeed or fail. As you develop a customer friendly oriented business, you'll see your business develop into a prosperous entity. Following are some suggestions that you can use when interacting with your customers. Feel free to add some of your own thoughts on the blog.

Interacting with customers can be summed up in one word, communication. However, if you want your customers to have a good experience it needs to be effective communication. The difference is that effective communication gets things done successfully. The elements of this communication are to start off with a positive attitude, listen to the customer, respond, and ask for their commitment.

Have a Positive Attitude
Starting off with a positive attitude is a paramount in working with customers. A smile will go a long way to let them know that you are willing to help them with their needs. There's a saying when making calls that you should keep on your mind, which is "smile before you dial." The same can be true when meeting face-to-face or answering your phone too. Put your personal issues aside and get ready to meet your customers with enthusiasm!

Listen to Your Customers
When working with a customer it's vitally important to listen to them. When they're talking about their issues or concerns show them that you understand them. Watch your body language when communicating with your customers. Stand up straight, maintain eye contact, hands at your sides, don't lean or slouch when with, or speaking to, a customer, and look and act alive. After you've listened to them, make sure that you understand what they're asking for or what they need.

Respond to Your Customers
After you've listened to your customers, restate what they have said so that you're positive on what they were saying. It's important to do this so that they feel you've been listening to them. Make sure when you're responding to them you keep an eye on your body language still. Also, use their name frequently.

At this point you need to let them know what you're going to do for them. If you're selling a product, offering a job, or helping them with a concern, show them your plan of action and the steps that you'll take to get there. Once you have gone over your plan of action DO IT! That is the most important part at this stage is that you do exactly what you tell them you would do. If possible, deliver more than you promised as well. Even if it's little things, delivering more will encourage your customers to keep coming back. Remember if you can't complete what you committed to do for them, let them know right away.

Get a Commitment
Whether you're asking for the business or scheduling a follow up, have a commitment that they can make each time you speak with them. This will keep your relationship building and they'll be looking forward to the next time you work with them.

Helpful Tips:

• Use "and" instead of "but."
  • I know what you mean, but... (This verbiage typically has a negative effect on customers.)
  • I know what you mean, and... (This will change that negative into a positive experience.)
• Maintain eye contact.
• When shaking hands with multiple people, always shake the hand of the person nearest to you first.
• If possible, use the customer's name frequently throughout the conversation.
• Effectively manage your customer's expectations, and then exceed those expectations.