What Do Customers Want? © by World Renowned Clairvoyant Psychic Medium Dr. Rose Ann Schwab
Customer problems plague every industry. Customer relationships are floundering and customer satisfaction is plummeting, even in new media.
But why are customers so dissatisfied? Today’s marketplace produces innovative products and services, cutting edge solutions to old problems, rapid turnaround, and highly competitive costs. What in the world do customers want in addition to that?
The answer is obvious.
In addition to the products and services that they purchase, customers want a good one on one courteous relationships.
The economy abounds with choice, creating a competitive environment that gives customers many options for comparable products and services. In a discontented marketplace the intangibles become significant differentiators. It is very important to understand what customers want and then give it to them. That is how the marketplace works for successful products, and that is how successful customer relationships will be forged.
So, what do customers want?
They want the core components of any successful relationships: truth, communication, and courtesy.
Customers value the truth more than anything in their business relationships. They want the truth, regardless of whether it is good news or bad news. The complication is that companies typically do not want to tell customers the truth, especially if it is bad news. It seems as if companies view their customers as one dimensional, and fear that errors or mistakes will always be fatal to the relationship. This is a sad mistake.
Telling customers the truth does not mean that bad news cannot be presented in the best possible light. An advantageous presentation of the facts is no crime or breach of ethics. It is common sense and good business. Customers expect a general explanation of how the problem occurred, a reasonable solution for how it will be corrected, and assurance that it will not happen again. They do not want the sordid, internal details of the failure.
But they do want the truth, and not some made up story. There is nothing more harmful to good customer relationships than lies. A lie is a fatal error. Customers will forget mistakes but they will never forget, or forgive, lies.
Customers absolutely hate not being informed. It infuriates them. A communication vacuum blows everything out of proportion. Lack of information breeds anxiety, suspicion, and resentment. It needlessly creates mistrust.
The primary customer complaint about communication, regardless of industry or product, is the timeliness of information. Actions like dodging phone calls and ignoring voice mail messages, e-mails or faxes, are destructive practices that will drive customers to the competition faster than producing a poor product.
Keep customers informed. Tell them what they should know before they find out in the worst possible way, on their own.
It is not possible to be too courteous to customers. The rapid pace of business, the encroachment of competition, the shifting dynamics and changing goals, makes courtesy seem old fashioned, even an anachronism in a modern economy.
Just the opposite is really true. Customers receive so little courtesy in modern business that it is coveted and highly prized. Nothing brings a greater Return on your Investment than your courtesy to customers, whether it is you personally or someone representing you or the company. An extra please, thank you, good morning, a kind word, and a pleasant tone of voice, are the foundation of good customer relationships. Paraphrasing is also excellent in usage here.
Courtesy is the most underutilized weapon against competition in the marketplace. Think about how positive you feel when someone is especially courteous to you. Your whole mood changes, You feel lighter, brighter. You notice it, you like it, and you remember it. Courtesy works like that in business. It is a powerful tool that generates a strong reserve of good will that is carried throughout the day..
Always give customers your best work. Insist that others in your company give customers good work as well. But do not forget to also give them what they want, what they likely may not be able to get from the competition: a good courteous one on one relationship.
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