Sundaymail Editor
“There are no traffic jams along the extra mile”. Roger Staubach
One good turn deserves another. Humans always responds positively when treated right and with respect and vice versa. This reminds me of some wedding where food ran out before some guests could get their share. They were so infuriated to the extent that they decided to hold on to the gifts that they intended to give to the newly-weds. Their excuse was they could not give them their presents on empty tummies. Thus, since they failed to get what they expected they did not have any motivation to offer what they intended to give the just got married couple.
As customers we get something like this in a lot of our shopping experiences. Our expectations always fall short and we are not treated as valued customers that deserves respect. Instead, they see us as a nuisance that if they had a choice, they would simply chuck us out. To them we are that boring wake up alarm which goes off just as we are about to enjoy our sleep.
However, it is unfortunate that we as customers when we feel like an organisation is taking us for granted, we simply pack our bags and look for a new home to solve our problems. After all, time waits for no one and with the same token your business will definitely suffer. One unsatisfied customer will take with them a large number of potential customers to your competitor.
As businesses they should always put in place strategies that will guarantee a long-lasting customer service and here are some of them:
1. Respect your customers
Your organisation’s customers patronage plays a pivotal role in the success or failure of the business. If you are courteous and are able to know where to draw the line when doing business, then your business relationship will also stretch far. As an organisation you should always maintain a professional business relationship with your customers and serve them in a timely manner. Some customer representatives fail to respect the business relationship and treat their customers as street friends. They may even take advantage of that friendship and fail to deliver as they would if they had maintained a professional relationship. When this happens, it is the business that will pay dearly. Customers prefer to deal with organisations that see them as valuable stakeholders who are given respect when it is due.
2. Address them with the right terms
Some representatives call their customers using street lingo like “mother” or “mdhara”. Not all customers or clients prefer to be referred to using such names. If you do not know their names it is better to call them sir or madam, introduce yourself and ask for their name. If you know their names then always refer them using the name when talking to them as this helps in relationship building. Customer relationships are built when you are able to address each other properly and with dignity. Positive names give positive vibes.
3. Stop the blame game and offer solutions
Not everyday is a sunny day sometimes things happen and there can be a misunderstanding with the customer. Do not raise your voice and try to prove that you are right, instead be calm and patient. Listen to what they have to say and offer a polite apology. Match that apology with an action otherwise an empty apology means nothing. If there is a problem look for ways to solve that problem amicably and never put the blame directly to the customer. Remember, well done is better than well said.
4. Be on top of the situation
Always be ahead of the situation by anticipating your customers before they know it themselves. Just recently I visited a popular restaurant in Belgravia for a business lunch. We ordered our food and it was served well on time but after we finished eating the waitress took forever to clear the table and bring the bill. Imagine sitting in front of dirty plates for more than 30 minutes. Great hosts are always alert and they know when to refill a glass, take away dirty plates and bring in the bill. Such should always be the case with every company. Do not wait for customers to complain for a service but serve them as quickly as possible.
5. Treat the customer as the owner of the company
When a customer walks in treat him the way you would treat the owner of the organisation. it is true that the customer is also the owner of the business through his or her patronage. Without the customer spending organisations will go broke and close shop. According, to Sam Walton, “There is only one boss, the customer”, and if he or she is not treated right they will simply take their business away. Losing customers hurts brands and may force the organisation out of business. Thus, treat your customers like VVIP and they are yours forever.
Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer service. For comments, suggestions and training, she can be reached on or on 0712 979 461
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