Manager's Tips and Tools

by Manager Development Services

How Do I Best Serve My Customer? (part 3 of 3)

To best serve your customer you must know your customer.  To best know your customer you must develop a relationship with your customer.  To develop a relationship with your customer you must not only understand, but also have a genuine concern for, your customer’s wants and needs, be willing to be open and honest, and show them respect and dignity.

Having a clear understanding of your customer’s wants and needs is the first step in developing a relationship – a relationship that just may last a lifetime.  Understand that your goal is to satisfy your customer’s need.  When the customer’s need is met there is no buyer’s remorse.

Ask yourself the following three questions:

  • “How do I meet your need?”
  • “What do I need to do to help you – to give you what you need?”
  • “How can we work together to meet your need?”

By working along side the customer – a bond develops.

By making expectations realistic – resentment is avoided.

By being completely open and honest – trust is established.

By treating them with respect and dignity – respect and dignity is returned.

Under Promise – Over Deliver. Is a concept that allows one to curtail expectations from turning into resentments.  In an effort to “get the sale” or “make the impression,” people sometimes set themselves up for failure (at least in their customer’s eyes) by promising more than they can actually produce.  This causes customer dissatisfaction and distrust and eventually costs the customer’s allegiance.  I may make the sale or impression in the present, but I lose the long-term benefits of having a loyal customer.

To know your customer; ask yourself, “How do I wish to be treated?”

Story #3:  Voided Check

One of the goals for any manager is to have staff that is willing to go the extra mile as needs arise. Some people have a natural tendency towards this, while others take coaching.

It is always wonderful to hear when an employee exhibits a “beyond the call of duty” attitude.

One such example was when David, one of our reps, helped a member (customer) recover a check she had written to a business and found their product defective later that day (she lived forty-five minutes away).  She was talking with David, her financial advisor and mentioned this. The business had said to bring the item back, but she was concerned that they would still try to cash her check as she wasn’t able to return it for a couple of days. She asked about putting a “stop payment” on the check.

David mentioned that since he lived close to her he would be happy to pick up the item, return it to the store, and pickup the check for her.  This way the check wouldn’t go through and she would save the “stop payment” fee.

The end results were: David did the pickup, and the member “customer” was very thankful and impressed for his help. This was going the extra mile and showed his commitment to the best service possible.

– excerpt from “The Manager as Engineer of the Work Environment”


March 15, 2010 - Posted by | Manager Development Tools | , , , ,

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