Sian our UK Channel Manager discusses the secret behind keeping the customer first.
Having been in a variety of roles in a range of different Industries there has always been one factor that has been key to all my roles, and that is a relationship. People buy from people and even in a day where costs are being driven down I believe service and relationships are paramount.
We have all trawled the internet looking for products at the lowest price, but more often than not the cost and poor quality of service has resulted in anguishing phone calls and ended in deep frustration. I would happily pay more to speak to a person and get the best service and trust in a company as much as possible. I like to get to know my customers what they do, learn about them as people as well as a company.
I don’t believe in calling my customers all the time offering them promotions that they don’t need but getting to know their business and making sure the call or promotion is relevant to them but most importantly getting what they need doing done when they need it and do it right. Everyone knows that mistakes happen but something customers like is honesty and how you will rectify the situation this gains respect.
Too many people and companies forget what is important sometimes, and that it is the customer, sometimes you have to take a hit to make the gain. Other times you will have to think in an original or creative way (beyond what is in your job description) if it means that your customer has had a good customer experience, and you’ve made their life easier in dealing with you they will keep coming back.