The way customers experience your business will weigh heavily in on your success.
Whether you have many or very few customers meeting their needs should be a large focus. They should be enthusiastic about their interactions. This will generally lead to growth. The opposite is also true and customers that have poor experiences will not likely return or refer their friends.
Some do's and don'ts:
DO's
- Build long term relations.
- Help them understand the why behind your business.
- Provide opportunities for them to be engaged.
- Listen.
- Deliver exceptional service and provide a memorable service.
- Help them become your champions.
- Create loyalty.
- Interactions must be beneficial to the customer.
Don'ts.
- Only make assumptions.
- Only be interested in the immediate sale
- Make decisions without feedback and data
- Be inflexible
- Fail to follow up
- Fail to act
- Fail to back your service or product
- Insist on being right
Observe your interactions, or better have someone else observe your interactions and those of your customer facing staff to see how many of these do's and don'ts are prevalent. Then devise strategies and train to rectify any shortcomings.