When the customer is really the focus their needs are met without hesitation. The company can make a profit. Sometimes companies don't think they can make a profit this way or the company is not willing to go through the process of being customer focus because of the delay in seeing the profit. It does take longer to see the gain but it pays off in the end.
"Attention means Retention". Listen to your customers needs, wants, and concerns. This will retain the customers and the current customers are more likely to refer the company to their friends, family, co-workers, etc.
Hi Kisha, thanks so much for bringing up "trust." It's the cornerstone of customer-first service and is crucial to providing the needed level of instruction and support to our students.
Jay Hollowell
If we are staying intouch, if we are aware of what their needs are, and if we are meeting those needs we can't go wrong... We also have to be availible to them when they are in need of a lil more instruction and if we are unalbe we should be able to point them in the right directtion. That is the way to have their trust.
I agree, You want to provide your customers with the best quality service to the business to keep their confidence in you as a person. Never mislead a customer on things that you are unfamiliar with. Make sure when your trying to sale,or trying to get them to come back. Always have a good personality, loyalty, and most of all confidence within you on what you are trying to do to keep them coming. the key is having confidence in yourself and the customer will have confidence in you and your work.
I do not believe customers should be catered to on every aspect. Certainly they should be treated with respect and all the help you can give them, but I think when you start trying to cater to every whim you will find that while "the squeaky wheel gets the grease" you can have offended other students at a much greater cost to your school while trying to placate one.
I could not agree more with your statement, Carlos. This is why it is important to never stop focusing on their needs.
Emmanuel
Hello Jay,
I could not agree more with the word "happier" which is a key to remain competitive.
Emmanuel
Hello Jay,
I woud say result. Remember the customer does not want to pay for the services received; they are more interested in the result that will follow. This is why, employers should focus on how their services will provide appropariate results in order to become and remain financially stable.
To satisfy the customer's needs for high quality
and customer satisfaction. To be sure that they are always satisfied with the service they are receiving and to resolve any complaints or problems that they may have.
Jeannette
Hi Felicia,
It is a challenge - and there is such a big difference between customer service and "customer first service!"
Jay
ML139 Facilitator
Keeping a customer happy is challenging. I agree with the one mention of giving the customer attention. I find that many times a customer simply wants to feel that they are being tended to and only they are the focus for the moment that they are being serviced.
The customer is the most important asset of the company. there is no business without customers
Jay,
RT-104 said it best,"Attention equals Retention".
We as a corporation need to have the focus that everyone from the part time employee to the Campus President has an obligation and commitment to giving the students the attention they need to be successful. When the student feels they are supported, coached and encouraged, retention and customer satisfaction is the natural by-product.
Tim Pope
Customer-Focused Programs: Principles of Success Principle 1: The mandate must come from the top but the vision must be shared by all. Principle 2: Focus on those customers who will make the biggest difference to your bottom line. Principle 3: Business and financial impact of the process must be demonstrated. Principle 4: Customer impact must be measured using a frame- work that is valid and replicable. Principle 5: Programs must be developed to help the organization use the knowledge created. Principle 6: Employees are critical to the success of any customer service initiative.
I do agree with keeping them happy as long as it's happy in the sense of customer satisfaction due to excellent relationship building and loyalty, not happy to quiet the "sweaky wheel" shopper. I have noticed that there is more of the "sweaky wheel" syndrome going around in efforts to get something for free. Society in general may have taken a step down to these types of acts.
I believe bottom line principles for real customer focus includes excellent personal interaction which includes the strong ability to listen, laugh, and educate.
Its not always about giving into customers. Its about educating them on expectations, quality, professionalism, and brand.
Although there are times to "give away today for a greater return tomorrow", creating a focus on customers and their loyalty to the company does have merit for retention but don't be so quick to give the store away.
In my school, students always feel that they are the customer and they can do what they want. Proactively we educate them on professionalism and how they can "earn" a diploma and not "pay" for a diploma which has worked wonderfully.
Hi Howard! Thanks for your comment. Would you allow me to suggest one minor edit to your true statement that might have even a greater effect?
Keep them "happier" and they will come back for more - ah, the wonderful world of competition.
Jay Hollowell
ML107 Facilitator
Keep them happy and they will come back for more.
The bottom line principle would be to develop lasting relationships with ideal customers, based on providing them with their ideal service experience.
With this in mind, the company will assure a profitable future through the three R's of retention, related sales, and referrals.
