“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider on our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
These words have great significance, especially in the current scenario. Since globalization the world has become – The Customer; The Marketplace and The Service Provider. Entrepreneurs and the business they bring to the table, these are the deciding factors of today’s economy. A business survives due to the strong bond between a service provider and the client. It is the same in all the domains of business.
“No man is an island”. Business is no different. A business cannot succeed without the myriad relations of the owner with his clients. Stronger and longer the relations are, better the business. Building a strong relationship with a clientele will help transform a firm from “just a company” to a brand they know and trust.
How does maintaining healthy relations become a beneficial factor?
- In developing a relationship with customers and by earning their trust, companies will move past customer service or product issues more easily, knowing that you will address their concerns and resolve their problems to the best of your ability.
- Through fostering relationships, an organization will attain a human face that customers can relate to and even come to love. KFC is love, isn’t it? Col. Sanders face being there has a great effect on that other than of the yummy fried chicken of course. But it is not necessary to have a face logo, the people who represent a company has the same effect. Companies should make customer relationships a shared responsibility. After all, every person that a company deals within a day–in any capacity–could be a potential customer.
- News travels fast. It is true in the case of references as well. A customer may have had bad experiences with a company and may give in negative reviews. But the same goes for positive reviews as well. If a customer is pleased, he will refer the company to another and hence it will also be a word of mouth publicity. It is imperative that you forge a relationship of respect and trust with every customer that comes through your doors.
- It’s important that you stay in touch with your consumers and clients after a sale has been made. Even if your business sells to regular consumers you might forget to send them new deals, updates or previews for new products and services. A great way to maintain relationships is to send regular messages on seasonal occasions or birthdays, and if they are high-priority contract clients then send gifts and special deals with their orders.
It is easy to win over more customers given a track record, but it is hard to maintain existing clients. They must feel they are given due importance at every stage. “Maintain and Grow” must be the aim. They trusted in us when we started out and they should be with us as we grow.
At TA, our Quality Policy is such that we institutionalize the desire towards quality to achieve excellence in business and customer satisfaction adopting quality improvement as a journey.