The time you invest getting to understand and know your customers is time well spent. The feedback you get from your customers is gold. There are other reasons why you should learn more about your customers and their specific needs. Let’s take a look at some of the key reasons.
The Ultimate Form of Customer Service
Human contact goes a long way when it comes to keeping customers loyal, happy and returning. The personal touch can help you build your business by improving customer service. Customer service has become a very impersonal experience for most people.
In a lot of businesses, the owner is more of an impersonal theoretic concept than an actual being. How often do you meet the owners of the businesses that you frequent? As a business owner, when was the last time you called or had lunch with a good customer? Customers and clients feel more connected with a business when working directly with owners. An owner is engaged in a powerful form of customer service when working directly with his or her customers.
Building Relationships
Investing time to build your business’s key relationships is an important step. When was the last time that you took a moment to contact your banker, accountant, legal adviser, suppliers or other key people that support your business? The time you invest communicating with these key people is time well spent. A quick phone call or a handwritten thank you note can go a long way towards maintaining and building relationships since most communication is now done online. Investing time to add a personal touch is a good way to rise above all the background noise of life.
Owning and operating a business shouldn’t be a “backroom” operation. Instead, you the business owner should be out front meeting with customers and other key people. This is how you build and protect your business.