As follow up to last week’s tip on building strong relationships within your team, I now want you to shift your thinking towards your customers.
Solid relationships with your customers can turn fragile when any one of the following occurs during the relationship:
1. You hire the wrong type of person to serve your customers.
2. Your support team levels are too low.
3. Your support team provides wrong answers to questions.
4. Your support team is not engaged.
5. You don’t effectively train all of your support team about the importance of the customer.
My leadership tip for you this week is to take a detailed inventory of how well your organization is performing in the support of your customers. Poor customer support may negatively impact the long-term relationship your customers have with your company.
- A few other areas that impact customer satisfaction and ultimately the relationship are:
- A poorly designed product or service – it may be nice but it has to solve a problem.
- Product availability – everyone wants to have it in a reasonable timeframe.
- Long waiting periods – returned calls – shipping – answers.
- Inaccurate market research – do you know why are you doing what you’re doing ?
- Low product quality – you don’t want it, why would they want it ?
If you really want to build and maintain strong customer relationships, you cannot rely solely on your charm and an occasional cup of coffee. You must measure how well you’re doing then improve in the areas you need to. Oh I know what you’re thinking, ‘Randy I don’t have time to do this now … ‘ and I say, if you don’t have time to measure customer satisfaction now, you may have plenty of time late later if all of your customers may disappear.
To achieve long lasting and solid customer relationships you must ensure that you have no weak links – measure and respond – let me know if you need a little help.