by
marcia on Apr 1, 2009 at 5:52 AM
How can an organization provide value and build customer loyalty? Here’s six easy ways that can apply to any organization, whether you call them customers, clients, members, donors or patrons.
- Always remember to smile (even over the phone) and say THANK YOU. And don’t forget the power of an “old-fashioned” hand-written thank you note. I get lots of positive comments after sending these.
- Welcome feedback, especially if it’s negative. How do you know if you’re doing a good job? ASK! If the answer is less than glamorous, apologize and react quickly to correct.
- Communicate your value. Make sure the customer realizes they made the right decision to do business with you. Emphasize your competitive differences.
- Take responsibility for your products and/or services. Personally stand behind everything you do. Customers do business with the people who represent the company – not the company itself. Make sure the customer knows you believe in what you do and you mean what you say. If the customer has a problem, it is your responsibility to see it through.
- Recognize and appreciate others that may be a part of the “buying process.” You may not be dealing directly with them, but there may be an assistant, secretary, committee or even family member that’s part of the customer’s team. Don’t forget to show these people appreciation for their part in the decision to buy from you.
- Remember we’re not all alike. Those customers with speech or hearing difficulties, as well as those who struggle with the English language, may not be able to communicate as effectively as we’d like. People from different cultures often have different ways of saying things. However, they still have the opportunity to be one of our most loyal customers.
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