I went along to an internet seminar yesterday, just for the fun of it. There's nothing quite like a rev-up session (and those online marketers are good at it) to get you thinking about issues that are bigger than you.
I came away from it with a head full of ideas. But also feeling like I'd been battered around the head. At the end of the day, the promoters were a bit desperate for their "customers" to part with a hefty amount of cash in return for the 'secret formula'. The pressure during the final product flog was immense. I ran away.
What I did get out of it, however, was clarity about the two things that matter most when it comes to my customers:
A question of service
Every now and again you need to step back and think about your "customer experience". Is the service they receive outstanding? Is it honest? Would they recommend it to their friends?
A question of relationships
How do people feel when they walk out of your business? Have you connected with them? Do you nurture the relationship from the moment a customer or client walks in the door until they leave, whether they buy anything from you or not?
Superior service and nurtured relationships are two of the crucial ways that small businesses can define themselves.
So be outstanding today.
Margie
Tuesday, August 3, 2010
Subscribe to:
Posts (Atom)
