PC Buzz - August 2022

10 Tips for Success - by Jhon-Jhon Ventura, CPCP   

When I first opened my doors 15 years ago, I implemented several pieces of advice that I had come across and continue to practice today. These 10 steps, regardless of how simple it may seem, can help you build a better business.

  1. Know who the boss is. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes our jobs possible.
  2. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions- thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? 
  3. Identify and anticipate needs. Customers don’t buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
  4. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them but be sincere. People value sincerity. It creates good feelings and builds trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether you really care about them. Thank them every time you get a chance. Your words and actions should be congruent.

  5. Help customers understand your systems. Your organization may have the world’s best systems for getting things done, but if your customers don’t understand it, they can get confused, impatient, and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don’t reduce the human element of your organization.
  6. Appreciate the power of “yes”. Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.
  7. Know how to apologize. When something goes wrong, apologize. It’s easy and customers appreciate it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done on their behalf. Make it simple for customers to complain and find the value in their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if the customer is having a bad day, go out of your way to make them feel comfortable.
  8. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition. Consider the following: What can you give your customers that they cannot get elsewhere? What can you do to follow up and thank people even when they don’t become a customer? What can you give customers that is completely unexpected?
  9. Get regular feedback. Encourage and welcome suggestions about how you can improve. There are several ways in which you can find out what the customer thinks and feels about your services. 

  10. Treat your employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are, they will have a higher regard for you and your customers. Appreciation stems from the top. Treating employees as well as customers is equally important.

Overall, it is all about having passion for what you do and treating everyone with respect. Once you have that passion for wanting to help people, it changes it all.

Source: Friedman, S. (2019, June 25). Here Is a Look at the 10 Commandments of Great Customer Service. The Balance Small Business. https://www.thebalancesmb.com/ten-commandments-of-great-customer-service-2295997

Looking forward to seeing you in Orlando!

Jhon-Jhon Ventura, CPCP
SPCP Director, Communications Chair