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No matter the profession, whether an employee, a corporate executive, the CEO of a Fortune 100 company, or an entrepreneur, one critical strategy for business growth and success is to have the utmost priority. The critical strategy to which I refer is customer care.
Customer service is quite generic and generally refers to ensuring all goods and services are delivered promptly, and issues are properly addressed. However, the critical strategy will lead to business growth and success when one digs deeper into customer ‘care’ by displaying sincere care upfront and then proving it so with timely and thoughtful follow-through actions.
My Story
Two incidents revealed themselves to emphasize the importance of proper customer care. Most companies typically focus on employing people to help with their call center, answer questions, and occasionally help with disputes. However, there is more to client care that does not necessarily meet the eye up front.
The Topsy Turvey Feeling
It came to my attention that one company, rated at the top of the charts for its industry, allowed a critical issue to fall through the cracks. Each new client that enters the system is appointed to an advisor. Typically, the care is excellent, and the ratings are well-deserved. However, the one issue in question leaves much to be desired and may lead to a loss of business in multiple ways.
A representative left the firm for health reasons, which is understandable. However, given the nature of the business, it was alarming that a replacement had not been found a month later. They are still interviewing people to replace the person who left. Accordingly, hiring the right person, training them, and then having them contact clientele may take more months. All the while, the clientele is dependent upon having an assigned representative. They may leave the firm to find one with a better client focus.
The traditional saying is, ‘Money speaks louder than words. ‘People are caught in a financial quandary, needing professional assistance for their desired transactions as the company has its restrictions. For many, it feels as if they are trapped on a Ferris wheel, upside down with concern about what may be at stake.
Bill Payment Requests
It’s shocking but true: A billing request arrived from a ‘middleman’ company whose name was not recognized, so a charge dispute was initiated on the financial go-between. It took a month for the issue to resolve itself. The company billing the amount for the larger company where business was done was an unrecognized name. Adding to the confusion, the requesting party used unknown verbiage.
From the customer’s perspective, it seemed like a scam. It took the negotiating company over a month to iron out all the wrinkles and realize what the monetary request represents and who is responsible. Once the facts came to light, the bill was immediately settled. However, much time and stress could have been avoided on all sides.
The Worst Approach
Sadly, the following paragraph has been repetitive over time. Laziness is the worst approach and needs to either be pushed aside, or it’s wiser to quit the effort to do something more enjoyable.
While social platforms are an excellent extension of networking and connecting with potential clients, laziness hits many. Routinely, I receive messages about how individuals can teach me about sales, better communications, how to become an author and speaker, how to attract media attention, and the list continues. If they were willing to spend a few minutes ahead of time reviewing my online profile or my website, they would save face. They would save valuable time and increase business by contacting those needing help.
Golden Sales Lessons to Heed
Simplify the conversations and communications of all types to ensure each person understands the entire picture. Always ask questions so everyone has the correct meaning of the statements in progress. Next, the seller must ask the potential buyer whether they have questions to ensure full comprehension of all elements involved.
Finally, once the buyer agrees that they understand everything, it’s your turn to take control of the conversation and ask when they want to start using the service. Silence and patience are necessary for a decision to be announced.
Your Story
The best lessons we learn are often from poor experiences. Consider which issues bothered you when attempting to do business with another, whether the seller or the buyer. Unraveling the details clarifies the better path and paves the way for a brighter tomorrow.
Take the time to acknowledge habits and those that will benefit you by discarding them. Admit whether you do your research upfront or merely attempt to gain business without knowing much about the other person. Know that the conversational thread can be greatly irritating if specifics are unknown.
In Conclusion: One Critical Strategy for Business Growth and Success
Servant leadership is critical as prospective clients want to know upfront that you will work on their behalf. The next step is to strive to work toward the greater good.
Related: Strength in Numbers: Achieving Growth Through Proper Strategy