How to Set Customer Relationship Policies For Small Businesses
Mari Carmen Pizarro
?? Leadership Catalyst | Igniting Executive Potential | Spark Conference Founder | Fire Mentorship Creator | Turning High Performers into Influential Leaders
You know how important it is to have a good relationship with your customers. You want to be personal and make them feel like you truly care about their success (because you do). However, to have a healthy relationship, you need to put certain processes in place. Processes in the form of Customer Relationship Policies are essential for building a trusting partnership.
Here are a couple of tips from this week’s blog on www.MariCarmenPizarro.com.
Clearly Define Your Services
Although you’d like to be there for anything your customers need, you should define exactly what services you can and can’t offer. If they want you to do something outside your defined services, decide whether you’ll do it for an additional charge, outsource it or refer it out.
Keep A Healthy Distance
Some people don’t understand boundaries, and there’s a good chance some of your customers will fall into this group. Identify these people early on and put strategies in place for dealing with them. Above all, be clear and honest with them about what is possible. Some strategies include:
Divert conversations away from too-personal topics
Make it clear exactly how long you can spend with them (“I have to go now. I have a meeting in a few minutes
Acknowledge that you’ve heard what they said; don’t ignore it (“I can hear it’s very frustrating for you.”)
Propose something positive where possible (“I’m afraid there’s nothing I can do to help with this but what I can do is…..”)
Learn How to Say “No”
We instinctively don’t like to say “no.” We all want to be helpful and don’t want to offend someone by rejecting their request. But it’s sometimes necessary to firmly decline, and you should have techniques in place for doing that. You can:
Suggest someone else who can help when you’re busy
Arrange another time when you can do what the person is requesting
Say “no” clearly and explain why
For more tips on how to create effective Customer Service Policies, access the full article at www.MariCarmenPizarro.com.
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