The 4 Keys New Leaders Must Know About Customers

Are you new to leadership? Perhaps you're an entrepreneur launching an enterprise in an industry where you have a broad background. Maybe you've just received a promotion and now you are responsible for customer retention and acquisition.

When a new leader is promoted or an entrepreneur starts a business, they may not have had any experience in customer service or management. This can make it difficult for them to understand the importance of this critical aspect of business success. The following are four keys that new leaders should know about what customers want and how to serve them better:

1) Your customer experience is evaluated 24/7

The experience you deliver is evaluated not only at the point of interaction but also after the fact. When a customer has an issue, they want it resolved as pain-free as possible. They will take to social media outlets like Facebook or Twitter if their complaint isn't addressed adequately. Unfortunately, social media often works more effectively for customers than traditional channels. (This means complaints that used to be between your organization and the customer are now posted for every other customer and prospect to read.) You need to create the needed processes in your business so customers can receive accurate and empathetic responses that eliminate dissatisfaction

2) People who buy products or services from your company value their time more than yours

Customers want to be able to get in and out without having their salesperson hovering over them, attempting to force a sale. They also appreciate it when employees give them options on how they would like for something to be done; i.e., service departments could ask, "Will you take your car immediately on completion of our regular service -- or would you like us to detail your car before dropping it off for you?"

When customers need help, they don't want to have to wait. Do what it takes to prove to your customers that you value their time as much as their money.

3) Be prepared to answer customer questions before they're asked

The vast majority of customer complaints and concerns should not surprise you. They've likely been expressed previously to team members in your organization. If you're not prepared to provide the answer, know where to find someone who is.

This isn't about being a mind reader or anticipating every possible need your customer might have; it's also -- more importantly -- about letting customers know that they can depend on your organization for help whenever they want (or need) it.

4) Remember that every customer interaction with your business is an opportunity for growth

Too many times, organizations will do what it takes to resolve a problem that a customer is experiencing -- yet not take the initiative to fix the process that created that dissatisfaction in the first place.

My friend, Janelle Barlow, wrote a terrific book with a compelling title: "A Complaint is a Gift." I love that philosophy. If leaders would take every interaction with a customer -- whether a complaint or a compliment -- as a gift that could help the organization and its team grow, they would create much more distinctive organizations.

The term “Ultimate Customer Experience?” is a Federally Registered Trademark of our company. If you would like to ensure that your team delivers the highest level of distinction in dealing with your customers, let’s talk about how we can help you make that happen!

https://ultimatecustomerexperience.com