Going to the doctor every so often is a great way to stack the odds in your favor of staying healthy.

You bathe or shower, brush your teeth, and get your hair cut at more or less set intervals because doing these things keeps you looking and feeling great.

How about your business?

Are you still evangelizing for your customers, or have things slipped a little?

Maybe the response to that last “crisis” was an overreaction and there’s been a culture shift away from effective customer retention and relationship best practice.

Perhaps we’re focusing more on rule books than customer inquiries and e-mails.

If this is happening, it’s probably something that’s been creeping in under radar for a while now.

Let’s give your business a customer service check-up.

Which of the following are you currently doing to develop and build strong customer relationships?

  • Every day in every way, you know you can never go too far with customer service.
  • “Inspect what you expect.” Test how your organization treats your customers and their impressions of your business.
  • Be easy to do business with. Get rid of any policies that create impediments to the majority of customers who want to do business with you.
  • 98% percent of your customers are not going to take advantage of you. They want to give you money.
  • Excise the phrase “That’s company policy” (or any reference to terms and conditions) from your vocabulary.
  • Be accessible to your customers. Address complaints immediately and to the satisfaction of your customer.
  • Keep your eyes and ears open to find out your customers’ pain points. Address them immediately.
  • Listen for recurring problems. Address them immediately.
  • Manage expectations: Under-promise and over-deliver to create happy customers.

How many of these are you in alignment with?

Where can you make some changes?

These points form that adhesive with which your customers stick like glue to your business and your brand.



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