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Happy Customers Mean Happy Businesses The importance of client satisfaction in any business can not be underestimated.
Before becoming an independent business owner, I spent twenty five years in the corporate world. As both the recipient and provider of customer service, I experienced professional motivators, corporate presidents, marketing gurus, and small and large business owners talk endlessly of the importance of a satisfied client. The formula is simple: a satisfied client means money in the bank. Furthermore, the power of the gab means that one happy client has the potential to bring in many more clients.
Given the fact that we deal with people that we trust to deliver what we need, how can the business owner ensure that clients are satisfied?
As a psychotherapist, it is generally known that part of our basic human nature is to avoid conflict however; there is a difference between conflict and clarification. A client who is dissatisfied may be one of our greatest resources to indicate how we could improve our services or products. The obstacle may be that we avoid a conversation with this client for fear of conflict. Some clients have no problem expressing their dissatisfaction but others just disappear into the woodwork never to be seen again. In either case, a personal phone call asking how we could have improved our service can give us loads of information that we can use to enhance our businesses.
In addition, a satisfied client can be phoned and asked similar questions. For example: "How could we have done better?" "What was the key feature that convinced you to buy/ deal with my company?" With this information happy in hand, we are given the opportunity to confidently relay these opinions to perspective buyers/ clients.
One final but essential point, always remember that when the client is speaking to listen attentively. Don't interrupt, don't defend your position, and don't justify the situation ... just LISTEN. With the information they give you; ask the "if - then question". If I could provide... then would you consider my services either for yourself or someone else?" If nothing else, it shows that you care about their business and in the long run, we all need to feel that we are valuable and that our opinions are respected.
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