Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Why don't they do that? Why not get the customer perspective?
Oftentimes, the company is overconfident, and thinks they know what customers want. This myth, because that's what it is, can be upheld as long as the customer is not involved. However, the customer has a strong vote in the buying process, and in the end it will become crystal clear how the customer feels! At that point, of course, it's too late to do anything about it.
Another reason for not asking the customer is fear. From the customer perspective you might not be doing so well as you thought you were. For insecure persons that may come as a blow! In order to protect themselves, some folks just don't want to hear it and simply don't ask. On the other hand, they could be missing out on a whole lot of uplifting comments.
Get real! Would you rather get the customer's votes in your wallet, or in your mailbox?
The sooner you know how the customer feels about your business, the sooner you can start to correct any shortcomings that may emerge. But you have to act. There is no use in hiding the remarks you don't like. This doesn't change the reality. Put your customer in the centre of your business and let the rest follow in tune.
This can only improve your bottom line.
About The Author
Erwin Steneker is a senior support consultant with over 13 years of experience in both sales and IT support. Check out his website at http://www.customerservicepoint.com/
"Right, People. Let's blast out that mail campaign we've been... Read More
There are five techniques that have been proven to be... Read More
From Ebay to the smallest home-operated start-up, e-businesses of all... Read More
Our most powerful instinct is to avoid customer complaints, but... Read More
1. Hire people who have a service attitude. Some people... Read More
In a mobile detail or mobile car wash business you... Read More
1. Tis the SeasonRecognize that everyone is frazzled during the... Read More
Do you have good customer service? Even for your free... Read More
Loyal customers are the foundation of almost every business. Going... Read More
What happened to the old saying, the customer is always... Read More
Winning Customer ExperiencesMuch research has been done on what the... Read More
Corporations in every sector are spending more than ever before... Read More
In today's highly competitive economy, it is difficult to maintain... Read More
As someone who has been heavily involved facilitating strategic planning... Read More
Customer service is an integral part of our job and... Read More
You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More
If there was a restaurant in your town that was... Read More
If you were a customer on the telephone with a... Read More
With all of the recent data theft in the financial... Read More
Good customer service just isn't enough anymore in the marketplace... Read More
A few months ago, I wrote about ingenious styles of... Read More
First of all let's look at what customer service is... Read More
Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More
If you're a pet owner, you know the stress of... Read More
Running a successful business takes a lot of energy and... Read More
With Some Tips on How to RespondTt has probably happened... Read More
It is important to remember that the customer doesn't necessarily... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
If you have integrity, nothing else matters. If you don't... Read More
The buzz is all about customer service and call center... Read More
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More
Every customer you have is a word-of-mouth advertiser for you.... Read More
There are two kinds of customer service we all experience... Read More
"I am writing to complain about the widget I bought... Read More
The latest report from the American Customer Satisfaction Index (Michigan... Read More
It's just a simple thing ? I bought a new... Read More
However, in the world of business, this cliché may not... Read More
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
Many organizations tackle to the issue of customer service by... Read More
Do many of us realize that we are working an... Read More
What kind of image do you present when marketing your... Read More
Every business loses customers, but not many do much about... Read More
You probably think I am going to say something like,... Read More
Customer support is very important when you're running a business,... Read More
Businesses like to brag in their advertising about quality of... Read More
Abstract: People buy for their reasons, not yours. This article... Read More
"Marketing as a spiritual practice." It sounds contradictory ? how... Read More
Historically, customer service was delivered over the phone or in... Read More
Sales is tough to get right, and depends on retaining... Read More
The future of customer service is here. Technology has made... Read More
Customer Service Customer Service |