Let us start by answering some
1. Who is a Customer? In simple words, this is a person who buys
goods or services from a business or a person of a specified kind with whom one
has to deal. It is synonymous to shopper, consumer, buyer or purchaser.
2. Why is he King? Customers don't buy products or services; they
buy good feelings and solutions to problems. Customers may not always be right
but they always win.
So who is king? The king is obviously not the person who builds the business
but the person who helps move it to the next level.
Build a great experience, customers
tell each other about that. Word of mouth is very powerful." -- Jeff
Bezos, CEO, Amazon.com
We all have been in that place
where you came out of a place with a lasting experience because of how you were
treated. Now, remember how you affected business for that organization.
No business will sell without the word of mouth advertisements. The way you
treat your customers has a direct effect on your business. If I came in and you
didn't treat me well or take my complaints seriously, words will naturally
spread about how terrible a business you run. A satisfied customer is your best
and most effective marketer.
Unfortunately, most of us do not
take our time to follow up on our customers. No after sales services, we don't
take them seriously and so we lose vital customers and whatever crowd they can
take with them. No business can ever succeed without faithful customers.
We must also learn to take criticism in good faith. Take the lessons with you
but not the bitterness and you will be better for it. In fact, it is a Faithful
customer who comes back to complain instead of taking their business elsewhere.
The idea is for us to move from
customer service to service magic. Service magic is that you must wow your
customers. You must create a glowing feeling in the minds of your customers.
Here are five simple keys that I hope will help unlock the door to our greater
success as Agropreneurs and individuals in general;
1. Use the right term: First, sound excited to have them around,
address them properly especially in this part of the world where titles are
taken seriously. Try and remember something personal about your long term
customers. Everyone feels good when they are treated important. I assure you
that even if you are more pricy, they will naturally come back to you. Also,
treat them as guest for they are your guests, and treat them as
their host. Be always happy to see them and strive to make their time with you
a great experience.
2. Anticipate needs: Build a rapport with your customers. A great waiter
knows when to refill your glass or bring the cheque, just as a great company
anticipates what their customers’ need -- often before they know it themselves.
3. Give respect: It costs nothing to be courteous, but you can pay
dearly if you aren't.
4. Treat everyone like a VERY
IMPORTANT PERSONALITY (VIP): “There's only one boss, the customer,” and he
is ALWAYS right. Sam Walton once said. “He can fire everybody from the chairman
on down simply by spending his money elsewhere.”
5. Show immediate action and solutions, not blame: Sometimes things
get messed up, but apologies, which matter, mean nothing if they aren't
followed by action. Well done is better than well said. A good customer
relationship will ultimately impact on your organisation and its survival. Please
always remember that customer service is not a department, it is an attitude.
Pick the right attitude and learn to be nice.
I want to end with a saying from Steve Harris "God has blessed us
already. It is our responsibility to prosper. "
I celebrate you a customer.
Wulasha of Kandizarah Farms. She is also a YouWin Awardee and Greenhouse Tomato