Before we talk about customer service in this article, let’s first tackle the essential purpose of the business. It is true that for most people the purpose of business is to make money. In fact, this claim is validated by the renowned economist Milton Friedman, who observed that the sole purpose of businesses was to maximize profits for their owners. While this may be the first interpretation for many, I have the unequivocal conviction that there must be a dramatic paradigm shift in business for its members to be competitive and profitable. As opposed to that outdated and purely monetary function of a business, I’d like to humbly suggest a different purpose: adding value to our clients’ lives through the time we save them, the money we help them maintain, or the use of our product or service to make their lives easier or better. If we sincerely set out to add value to our customers’ lives, we will invariably earn money. To do this consistently and effectively, we must be clear about our purpose so that we can make appropriate decisions within our sales and customer service efforts. In this article, I’d like to suggest some ideas on how we can better serve our customers and, in return, make more money than we ever dreamed of, while building lasting relationships that can continue for generations to come.
First, we must bear in mind that without the client we have no business. The only way for a business to have any real viability is for it to consistently and voluntarily serve its customers’ purchasing decisions. For us it is essential to see the client as the most vital part of the entire business structure. The most basic aspect of this view is that customers are people like you and me, who are often looking for the same things we do: great value, a trusted seller or service provider, and a great product or service. . On the contrary, if our products and services do not have a real use in the market, it will show the disinterest of our potential customers. Listening to and evaluating customer feedback helps a company improve and refine its products and services.
Second, let’s focus on an important piece of the customer service equation, the actual way and commitment with which we provide service. Many vendors and service providers are lazy when it comes to this part of their interaction. They are relieved to have the sale, but are reluctant to effectively manage the relationship afterward. In fact, I am very familiar with the pressures to land new business myself, but I am equally aware that the true longevity of today’s businesses will only come as a result of their services being thoughtfully and positively delivered to their current clients. Properly maintained customer service relationships can result in both lifetime customers and multiple vital referrals generated by them. This kind of great service comes down to successful communication. Customers should know without question that they can trust their service provider to follow up on every detail to make sure their purchase is going as promised. Should complications or problems arise, clients appreciate honest and sincere efforts to correct those things immediately. I often suggest to marketers that they see themselves as their customers, and then consider what kind of service they would expect, having made a purchasing decision based on dealing with a trusted service provider representing a business of renown. Getting things psychologically and emotionally personal allows for an emphatic approach to customer service, one that often results in genuine satisfaction and gratitude, as well as regular business and referrals.
Finally, we must use these first two elements to generate good and consistent profits. You will notice that we are back where we started with the originally stated business purpose, to make a profit for its owners, a point that I would never seek to dismiss, but rather prioritize again. What we are advocating here is to reverse the customer service mindset from “benefit, product, and customer” to “customer, service, and benefit.” As we mentioned in our previous discussion on customer feedback, poor customer service has often been the main reason customers stopped doing business with a company. Again, without customers, we have no business – they are the only reason we can make a profit in the first place. According to research from the customer service industry, a five percent increase in customer retention can increase profits by 25 to 125 percent. That’s the difference that separates mediocre companies from exceptional ones. Good, consistent profits are only made after truly beneficial customer relationships are established, as those are the key to growing the business through referrals and sharing positive feedback. Ultimately, I feel deeply that business is about doing good and serving people, and when we act with these goals in mind, I am convinced that we will have more business than we can handle while enjoying the good profits that result. of our sincere efforts. We must always remember to add value to the lives of our dear customers.