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The most important asset of any company is customer
satisfaction.
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There is only one way to grow your business. There is only
one way to achieve customer satisfaction and that is to understand
your customers' expectations.
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There is only one way to understand customer expectations.
Ask!
Want I should cut to the chase? Customers expect
their voice - data - network - IT systems and services to make them
money. For most customers, the only excuse for having any
technology is to increase business. If it doesn't, they won't buy
it. Or even worse, they will throw you out.
Remember your first date? Your mom told you to ask
your date to talk about themselves? Your dad told you to keep your
damn mouth shut?
Those rules pretty much apply in business too. Ask
your customers about themselves and keep your mouth shut until they are
finished and then ask them more. Why do this? It is the best and only
way for you to understand what your customer expects from technology
products and services.
Listen between the lines and ask questions about that
space. For example, a customer will tell you that their phones and
network are the front door to their company. What does this mean?
It means they depend on 100% reliability, 24/7/365 response to service
requests.
Ask about their business, their products and services.
What do they make and sell? How do they accomplish these sales?
Ask for a tour of their facilities and ask about how new business comes
in. Do they have humans to answer phones or do they use auto attendant?
How much of their new sales come through the internet. Ask about where
they see themselves in five years. Ask what kind of technology plans
they have.
While you are asking these questions think about how and
when your company fits in. Are you following me yet? Listen very
closely to what your customer is telling you. They are begging you
to understand them. When you speak intelligently about your
customers products, plans, hopes, dreams, visions ... they will remember
you when it is time to move, change or upgrade.
Create a customer database file. You can go plain or
fancy with this. A file folder or a notebook should contain all of
the things you learn about your customer. Keep track of customer plans
with a 'tickler file'. When your customer has plans to move in 6 months,
be sure to contact them in plenty of time to offer assistance.
If you pay attention to what your customer says, you can be
their salvation and dependable partner for all of their technology
needs.
Cross- reference your tickler file and use contacts and
knowledge to improve your business cash flow.
Lets say that you are called to a customer location
because an alarm services company pulled a cable pair at random to
connect their system. This brings down the company president's fax
or other line out of service. The alarm company denies any guilt
and refuses to fix their mess correctly. So what do you do?
Some options come to mind.
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Go out and disconnect the alarm line and put it back where
it came from.
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You could call the alarm company on behalf of your customer
and insist they send someone out to meet with you. Now.
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Or... how about this? Add alarm services to your
company product offering. If that seems too much, strategically align
yourself with a reputable alarm services company and reciprocate work.
Keeping Your Mouth Shut ... More about understanding customer
expectations HERE[ Back ] [ Next ]
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