Five Keys to Success in a Slow Economy

Part 3 of a 5-part Series

This is the third of a five part series on Recession Success.  Look for all five parts to be posted daily this week.  Each topic will build on the next, so be sure not to miss any by subscribing to our RSS feed or email newsletter and free ebook.

Customer service is not just how you sell things to people who show up in your business or call for information.  REAL customer service is the series of actions your organization takes everyday to keep their clients’ business and attract new clients.  Good customer service is based on relationship and is the difference between a company that is proactive and one that simply reacts.  Poor customer service is the #1 reason businesses fail, and the likelihood of failure because of poor customer service  grows exponentially in a slow economy.

Most people define the use of customer service to attract new clients as marketing, but I disagree.  The minute you label these activities as marketing, you take the relationship factor out of the formula; and RELATIONSHIP is the most important factor.  When most people hear the word marketing, they think they means sales and they omit relationship.  It’s like trying to get married by having a series of one night stands, and then wondering what you are doing wrong.

Every business on the planet should be taking ACTION steps every day to build their community of clients and create a long-term, loyalty-based relationship with them.  You must understand WHO your ideal client is, WHAT their needs are, and HOW to reach them effectively.

As a successful business owner, your job is to forge a dynamic relationship with your customer.  You need to talk with him, interact with him, and get to know him better.  It is imperative that you understand his motivations and his personality.  You need to have employees that are friendly, open and committed to your customers.  All of you must demonstrate that you value each one as a customer, and hopefully give them lots of reasons to adore you and express that adoration publicly.  The more you do this, the more you will succeed.  Now, keep in mind though, there there will always be be “one night stands;” people who are interested in obtaining your product or service and then they disappear. These are not the customers I’m talking about.  Let them go and spend your time on the ones that want to be in your community.

Challenge:  What are three things you can do this week (or train your employees to do) that will help you build REAL customer service and relationships with your clients?  Try them out and report back how it went.  I would love to hear your success stories!

Tomorrow: Find out how to Manage Your Team for Results!