Customer advocate Jeanne Bliss says that customers stay or leave based on their perception of how much companies value them and how companies treat them. “Getting customers to love you,” Bliss says, “has got to start with showing them the respect they deserve by making it painless and eventually a joy to do business with you.”
To that end, Bliss offers 10 tips for getting started on the road to customer love. In the previous two postings here, you have read her first six tips. Here are the final four:
7. Help the front line to listen. Permit your employees who serve on the front line — the ones who interact with customers — to be human. “Give them skills for listening and understanding, and help the front line deliver to the customers based on their needs,” Bliss says.
8. Deliver what you promise. If you promise a return mailing label, deliver it. If your repairman goes out for a home repair, make sure he shows up with the right parts. If you promise exceptional extended warranty service, be certain that is what your customers receive.
9. When you make a mistake — right the wrong. Enough said.
10. Work to believe. Stop programming your front line to be cynical of customers. Stop creating policies that protect the company from the lack of judgment of the minority. Work to eliminate doubt about the integrity of your customers.
Sounds easy. Is it?