“Wisdom is a principal thing; therefore get wisdom: and with all thy getting get understanding.”Proverbs 4:7
Creating a proactive and excellent service delivery is veritable tool every local entrepreneurs needs to build a solid relationship with customers. This approach helps to refine how to attend to the needs of customers and deliver quality service.
Of course, you may have good intentions about exceeding the expectations of your customers. But you can’t help them unless you understand their needs.
Great companies work to make money, of course, but in their choices of how to do so, they think about building their institutions. They invest in the future while being aware of the need of the people and the society. –HARVARD BUSINESS SCHOOL PROFESSOR, ROSABETH MOSS KANTER
What’s Good Customer Service?
According to Indeed.com, it simply say that good customer service is the quality and timely assistance provided by a business and its employees to the people who use or buy its products and services. Customer service can range from aiding customers with purchases to solving their problems online.
Customers expert certain level of service of performance from you, undermining your business environment. Their insatiable needs and wants, consistently rising, pave way for your relevance to be felt. As such, all customers want consistent and prompt service, courtesy, and fair treatment.
Are your customers satisfied with your performance and service delivery?
As a local entrepreneur, how do you identify what your needs are? The same approach apply when trying to identify what exactly a customer’s needs or wants are. Here are three ways to identify customers’ needs inorder to deliver tailored excellent services:
1. Ask Questions
How does it feels when you honestly ask others of your product or service solve their problems? Satisfied right? This is exactly how it feels asking your customers about their needs, build relationships and provide quality service experience.
You should invest more time to think about the needs of the people with whom you interact (basic marketing strategy). Remember that they are your reason of establishing the local business. When honestly ask them what challenge they face, you have succeeded in understanding their expectation of you.
Moreover, do not assume you know what their needs or wants are. You’ve got to put out questionnaires. Seek information and transcribe those exhumed information into comprehensive messages that will aid strong relationship with your local brand.
2. Listen Carefully
Do you really listen to your customers when they express their bursting feelings, or fall the fault of assuming you know what is on their minds? Careful listening breeds better decision-making and excellent service delivery.
Even as a local entrepreneur, you wouldn’t want to be misunderstood or misinterpreted. That being the case, you should always remember that users role is vital in the very design of product and service.
Listening carefully to your customers when they express their feelings help the features of your product and service meet their standard. This positively affect your entrepreneurial journey and calling. It also helps you to restrategise and rebrand, if the need arise.
Communication is incomplete where feedback is absence. Repeating back what you’ve heard shows that you understand the expectations of your customers. It also gives them the assurance that you care about them. How do you think this has an impact on delivering excellent customer service? You have asked questions and listened to the answers, so what next?
Feedback plays a core role in building quality relationship with customers. It’s not enough to make a sale. You have to ask your customer if the product or service provided helps solve their needs or wants.
When you take time and concert effort to question your customers about their likes and dislikes, you build positive relationships and serve them better.
In case you’re confused on what to ask them, focus on why they need a particular product or service. You need to know if a person has a particular preference; and if so, why?. The goal is to get as much information as possible that will help your local business growth and efficiency.
Asking questions is only effective when accompanied by carefully listening to the answer. Attentive listening, in a way, is positive communication. This, the feedback through your informed product or service delivery, is an outcome of he processed questions gathered from customers.
Once you have identified your customers, talk to them about their likes and dislikes with respect to your product or service you provide. Then use their feedback to improve the quality of your product or service and deliver.