7 Things Customers Want From Your BusinessOluwaseun Olayisade
Customers want different things and people have various reasons for patronizing the companies they do business with.
The reasons vary from wanting to satisfy a friend to looking for quality at a fair price though reasons like these do not run deep.
There have been instances where customers suddenly leave the company they have been doing business with for years to patronize another company. Certainly they have their reasons for that. Any customer decides to or not to do business with a particular company because there are certain needs the customers want the company to meet.
68% of the time customers that ditch a business do so because their expectations were not met. For business growth find out why your customers left your business, if they say you did not meet their expectations apologize and ask exactly what they expect of your business.
Never be too comfortable with the clients you have instead always strive to improve on your retainability skills.
Customers prefer businesses going above and beyond their expectations so it always makes sense to under promise and over perform.
There are expectations general to all customers and there are personal expectations but to satisfy these needs you need to know them.
• CUSTOMER SERVICE
“Customer service has never been so important, yet many firms seem to have lost sight of their customers’ needs, argues customer service consultant” Derek Bishop.
One of the things customers want is customer service. It entails how you treat the customer before, during and after sales.
Do you listen to them when they come to you? Do you empathize with them? Do you send a thank you mail? Do you call or mail them on their birthdays and anniversaries? Do you wish them happy holidays? Do you conduct surveys on how you can better serve them? Answering these questions will further endear your clients to you.
Good customer service entails you knowing your customers, what they want and treating them like a VIP (very important personality).
• PRODUCT FEATURES AND SKILLED SERVICE
Your clients are expecting your products to meet their needs and add value to their lives one way or the other before they consider spending their hard earned cash on your business.
They also expect you to be skilled at the service you provide. They expect your product to do exactly what you said it can do.
• IMMEDIATE GAIN AND SATISFACTION
Customers ultimately want gratification and satisfaction. They need to have that feeling of profit after spending on your business.
Great products and services, speed, courtesy, competence, commitment and understanding make up what customers consider as satisfaction for money well spent.
• VENDOR STABILITY AND PREDICTABILITY
Clients want to know your business is stable, they do not want to be disturbed by the inner workings (policies and procedures) of your company or the economic situations. They just want to know they can count on you to always provide solutions to their problems.
They need to know you know what you are doing. They want to trust you as an individual and they also want to trust what your business stands for.
Customers expect to be appreciated for patronizing you. If you ask me this is non-negotiable because they could have taken their business to a thousand and one places but they chose you.
You should always think of ways to appreciate them for their patronage even if it is not regular. You can consider options like sales, coupons, referral bonuses etc.
• EXTRA ATTENTION AND INVOLVEMENT
Customers want to be heard, they want you to listen and they would like you to consider their opinions on the products and services you render them.
They want to be involved in the process of buying from you or services being rendered to them. They desire extra attention which makes them feel like a part of the family.
They desire to have a personalized relationship with you. They want you to know their names and they will remember you for it.
• ABILITY TO ACHIEVE RESULTS
Customers want results not excuses which is why they came to you in the first place. They do not want to know how hard it was for you to get results rather they want to know you will achieve results.
Your ability to achieve results quicker will propel them to spread the word on your behalf. It will win you loyalty.
Conducting surveys will help you know the specifics of what your customers want. If you already know or have an idea what your customers want do share with us in the comment section.
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