The must know ABCs of proper customer handling

A customer is the best thing that can ever happen to a business. For the investors, it's a milestone towards the realization of the venture's goals e.g. Longevity in business, profitability, market leadership, contribution to nation's economic growth, social impact etc. 

To the employees, it's the customers who pay their salaries...the investor only handles the monies. Knowing this, the customer ought to be treated as king and queen or the business would sink irrecoverably.In the year 2014, I attended a customer care workshop and learnt the following about the word "customer";

Cooperate

It's every business's business to stay close to their customer, listen to them, understand their requirements- specifications, advise them on the features, advantages, and benefits of your product or service.

This helps the customers to make informed decisions and avoids regrets and as a result repeat business is 90% guaranteed. Once a business meets all this, it can be sure of marketing through word of mouth by these customers.

Understand

Super knowledge of market needs in terms of features, advantages, benefits and packaging that the consumers are seeking is helpful in creating and tailoring of products and services that fit the customers need. Product and service 'imposition' on customers is the worst mistake that a business can make. 

Sincerity

Thou shalt not lie is the rule of the game. Never give your customers false hopes or information. Learn to say; "It's unfortunate we are not able to offer that," "I'm sorry that item is out of stock and it's gonna take a long while before we stock it- there's a challenge in acquiring it," "Your order will take a little longer than the usual time as we have many orders in the kitchen, please bear with us."

Douglas Adams once remarked, "To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity."Sincerity is ethical. 

Thank

Always appreciate your customers for their support- their spending power notwithstanding. Send them appreciation emails or cards, offer them complimentary treatment once in a while, host them to a Thanksgiving cocktail, send them valuable freebies. This way, they feel valued and part of your venture. This promotes loyalty. 

Offer Solutions

Customers come to your business because of a certain need. Sometimes you might not have whatever they require- this is the moment of truth. It's an opportunity to realize what your business is lacking in terms of customer solutions.

In such situations, always give a solution not an answer. Recommend an alternative. Refer them to somewhere they can find the product they seek. Promise to have the exact product or service that they seek in future.

 Meet Expectations

Always endeavor to supersede the expectations of your customers. Wow them. Treat them in a manner they didn't expect (positively).

In his opinion, Richard Branson remarked that the key is to set realistic customer expectations and then not to just meet them but to exceed them — preferably in unexpected and helpful ways.

Empathize

Everyone in business should put themselves in the customers' shoes. Consider; the delay, the fake products, the exorbitant prices, the poor language choice, unresponsiveness to inquiries etc. 

The big question is, If you are the customer, would you be pleased with the products or service that you offer? This question helps a business to endeavor to make the customer experience better every time they give them an opportunity to serve them.

Respect

Every customer should be treated with utmost regard and respect. The opportunity the customer gives a business to serve them should never be taken for granted. Sometimes repeat customers are ignored or even served casually- familiarity brings contempt. This is wrong.

The professional way to treat customers is to adhere to all the sequence of service delivery and procedures without skipping some however little we think and assume some procedures are- simplicity but in totality. Kevin Stirtz once said, "Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them."