Your Customers are the Engines of Change
If there is one clear path to customer satisfaction, it is the path of dialogue. Small companies have the potential to provide exactly what their customers desire after their purchase; an open conversation with the people they chose to invest their money with.
If any small business perceives their sales as anything other than investments by clients, they are not listening. Customers expect a long-term, mutually beneficial relationship with small business. They come to you with the belief that smaller companies must be customer focused or would not exist in today’s chain & box store reality.
Whether you believe the assumption to be true or not, does not matter. If you want to excel in the years to come, make it true. Infuse a customer service culture into your company with an open dialogue between you and your clients at its core.
The old adage of the ‘Customer is always right,’ was a clever marketing slogan. The reality is the customer wants to be heard. The customer wants input into the 'process' of service. They want to be part of the decisions and the future of their investment in your business.
The mighty economic cycle continues with or without you. Creating an open channel with your clients will enable you to build an enduring customer base that carries you forward in any economy.
A dialogue-based customer service culture will help your small business evolve to meet future trends, as your clients are the engines for change. If they feel comfortable and empowered to speak honestly and open with your staff, they will provide you with the roadmap for future success.
Listening and talking with customers about your products and services in a meaningful way will give you all the information you will need to make the changes that move your business ahead.
No more scripted conversations and we are long past the ‘Customer is always right’ era. It is time to talk with customers and allow them to give you the feedback you need to create long-term clients that feel a sense of ownership and connection to you and your small business.
Through an open dialogue based customer service culture, your customers become your engine for change. Your small business evolves to meet your client’s needs as they arise instead of reacting to them.