I wonder sometimes if suppliers, shops, or other service providers want my business? How many times have you bought something, and the experience is one of complete indifference? Over the years it has happened to me on several occasions – and guess what I never go back, so they have lost my custom forever. I guess the reverse is also true when I buy something and actually feel that my custom is appreciated, that I receive service with a smile and the shop keeper wishes me good morning – I keep going back. AND moreover, I talk to my friends, family, and colleagues about both experiences, so there is a ripple effect.
As we move forward and the country starts the long road to recovery gaining and maintaining loyal customers will be more critical than ever. It may be that due to changes in buying practices you will be servicing your clients through new processes and possibly with new products and services. The result of the shock to the economy will be that sadly a lot of businesses will not make it through the recovery even if they have, with government help, managed to make it through the lockdown phase. At JKP Solutions one of our strongest beliefs is that for a business to be successful they need to provide exceptional customer service from the very first impression and maintain it throughout the relationship. As we go forward there will be opportunities for businesses to flourish and not only survive but truly thrive. Do not let your business suffer due to customers feeling they are not 100% valued by you, your business, and your team.
It should not be difficult to understand the danger of perceived indifference and yet in my own area I can point to at least 3 establishments that clearly do not care about my custom. The good news is I can also point to a number that do and I recommend them all the time.
Perception of Indifference
Today’s story is close to home as it happened to me at a local petrol station. I filled up with fuel and walked into the shop to pay and as I entered, I picked up a chocolate bar. I approached the counter to find the attendant on a mobile phone. He would not make eye contact with me but waved at me to put my card in the payment machine. Not once did he apologise for chatting on the phone or make any effort to speak to me, it was like I was an inconvenience. He then realised that he had not charged me for the chocolate bar so gave me a disgusting look as he had to cancel the payment and start again – not once did he come off the phone, acknowledge me or say thank you for the business.
Of course, I will never go back, to that business. He probably will not even acknowledge that he was being rude and unprofessional and that his behaviour has lost the garage at least one customer and probably many more.
Indifference to your customers is one of the worst traits there is, you must ensure that you are always professional, polite, and appreciative of their business. Make your customer feel valued and they will come back and probably tell others. As a business it is also imperative that all your team understand this and show all your customers that they are valued and will be given the brilliant service and support they deserve.
Consider your own purchases, which ones would you recommend to friends, family, and colleagues – why is this? Think about how you can get your clients to recommend you by making them feel that you and all your team value and appreciate their business.
A smile and a thank you costs nothing but the value to the customer relationship is massive.
Remember, if you are indifferent to your customer they will not be inclined to return and probably look elsewhere to buy.
At JKP Solutions we have been helping our clients understand how to make their clients feel special. This encompasses various techniques that cover the entire client relationship from before they were even clients. We are also experts at using the DISC personality profiling system to understand client behaviour and how best to work with differing purchasing and relationship styles.
Please click here to get in touch and start your journey to be a business that your clients love and recommend to a friend.