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15 Keys of Customer Satisfaction |
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15 Keys of Customer Satisfaction
1. From the point of view of your customers (potential, actual, or former), your only reason for being in business is to satisfy them.
2. You do not sell products or services or even benefits. You sell value - or you do not sell anything at all!
3. Customers define value in their own terms. If you want to satisfy them, you have to look at your products or services through their eyes - always.
4. If anything happens after the transaction to prevent the customer from getting at least the value he/she expected and paid for – you have created a dissatisfied customer.
5. Dissatisfied customers are not problems; they are golden opportunities.
6. The really picky, demanding customers are platinum opportunities. Keep satisfying them and you are in business for life.
7. If you intend to deal successfully with dissatisfied customers, focus on saving the customer, not on saving the sale.
8. Either customer satisfaction and loyalty are primary, or something else is. No compromise is possible.
9. Your front line people will not treat your customers any better than you treat your front line people.
10. When a customer provides honest comments, he/she is doing you a favour – and that is how he/she looks at it. Give him/her a reason.
11. To satisfy an unhappy customer, you must add extra value to make up for the value you promised but failed to provide in the first place.
12. Always treat a customer as if he/she will remain a customer. Never treat him/her as though this is the last time you will see him/her.
13. Always provide a dissatisfied customer a positive reason for dealing with you again.
14. The whole process by which you create and deliver your product or service must support the creation of customer satisfaction and loyalty.
15. Every organization has customers – every one. The organizations that thrive and prosper and feel good about what they do are those that consistently satisfy their customers.
Front Line Customer Service by Clay Carr; 1990
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€50 million worth of referrals have been generated nationwide |
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One business networking group reckons €50 million worth of referrals have been generated nationwide by its chapters in the past year, writes JOHN CRADDEN The Irish Times - Friday, December 18, 2009 |
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Shareholder Protection
What is it? Are you aware of it? Is it for your Business?
Read the case study and see for yourself. |
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Branding your most valuable asset – yourself. |
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Branding your most valuable asset – yourself.
I know a businessman who’s bright, educated and has talent to burn. He seems to have a good head for figures, appears quite ambitious, and is a personable sort of character. He also runs a tight ship, and looks to be surviving quite well in these troubled times. So how come he’s not doing better in his business? He’s got everything going for himself, yet doesn’t seem to be getting the customers.
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Three common mistakes made by small business regarding cashflow and how to avoid them |
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As a company specializing in providing expert services to small business, we are only too aware that making sales is only half the battle for small business. The other half is getting paid. Often in a small business, the best sales person is the sole trader or business owner themselves. However if you seem to be working harder for less return, always remember it’s not a sale until the money is in your bank account! Any of us can make endless sales if we are prepared to work for free.
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