Customer Inspiration, the forgotten competence!

I just love this photo. The action of this coach speaks volumes. I believe that the future of business belongs to those who can embrace the position of the coach. It all comes down to quality customer inspiration. Not just once off, but continually. Long-term customer faithfulness is an art that seems to be dormant. Of all the aspects of business, this is for me the clincher.

Imagine what would happen in South Africa, Africa and Worldwide if we just grew in this one aspect? Service delivery won't be a problem. People will be healthier and happier. And the list goes on and on and on.....

We place so much emphasis these days on competence and skills and degrees, that we have completely neglected the other side of the coin. Degrees are good and admirable, but if it does not lead to better customer inspiration, then it has passed its due date. I believe a professional person is someone who is able to understand the needs of the customer in front of them and is willing to do what it takes to serve the person in a professional manner. And they do it for each and every customer. Professional service is not like a roller-coaster, it is constant and consistent. Does not matter your qualification or experience, if you can do this as an individual, leader and the company will be successful. Maybe not overnight, but you will definitely stand when others have faded. It is up to you to choose what you will do!

My father is a master builder who has built houses for more than 30 years. He recently told me that he build 7 times for just one family. This included renovations and ultimately more than 3 houses. These days the homes he builds sell in less than 2 weeks. If there is one thing I have learned from him and observed from an early age, I have to say it is his focus on giving quality service. He always put the customer first. Did he have difficult customers? For sure, who doesn't? But he always made sure, to the best of his ability to provide a quality service to the customer in front of him. Today he has one of the best names in the industry in our region and he can show you all the houses he's built, and through this helped build the city by serving customers.

This is my advice to anyone who want to make it in business long-term. Entrepreneur, corporate, non-profit, small business owner, etc. Do your best to give quality service to your customers. To all your customers and not just the ones you like. Why? Because customers talk. And inspired customers will share their story with others. The same is unfortunately true of customers who had bad experiences. Unhappy customers will also talk, but their words will spread and cause doubt in potential customers. Word of mouth has stood the test of time and is still the best marketing. So make sure you leave your customer with a good taste in their mouth.

Here are a few tips on how to grow in quality customer inspiration.

1. Under promise and over deliver. If you promise something and you can't make it happen, it will leave a sour taste. So be wise and rather be honest and open than try to impress someone who will later find out that you could not deliver.
2. Apologize and never argue with a customer. Even if you weren't wrong. The fact is, when you start arguing you are conveying a hidden message to your customer that says "I know better than you do and I don't honestly have respect for you".
3. Appreciate your customers. See each customer as a lady or gentlemen, no matter their financial stance. Don't just see them as people with money they should use in your business. Recently I received a nice card from a shop I bought a duvet set from. It said "Thank you for your business, without you we would not exist. We are here to serve you so please feel free to contact us if you have any concerns and we hope to serve you in the future." Just because of that card and their open and honest appreciation, I will always go back. They made me feel like a human being and not just someone with money. This business communicated a vital truth about business. We won't exist without our customers. So appreciate your customers and don't exploit them. Never badmouth them behind their back. The customer is always king and queen!
4. A good name is more desirable than short-term profit. In today's world of scaling and short-term goals, reputation has fallen pray to these instant gratification methodologies. Keep your word and you will keep your name.
5. Don't boast about the clients you have. Name dropping is very distasteful. Your clients trust you to keep their information confidential, so don't go bragging about them behind their back.
6. Put your degree in your pocket and serve your customer. Focus on your customer's needs and not on how much you know. It is wonderful that you can have expertise in a field, but if you can't meet the needs of the customer your knowledge goes to waste.
7. Read the book by Horst Schulze called Excellence Wins. Every so often I take this book from the shelf and just think about the concepts he shares in the book. I can honestly say I am still growing in my customer inspiration and this is a gem that has helped me in this journey. It is by far the best book I have read on customer service.

The challenge is yours. Whether you are in civil service or in a non-profit and for-profit business. If you can consistently inspire customers, you will have a right to exist!

Let me know how I can serve you to grow even further in this competence!