Running a successful business takes a lot of energy and there are so many areas that as a business owner you need to pay attention too.
It's not enough to spend heaps of time, money and resources into getting buyers for your goods and services and then leaving those clients/customers to their own devices.
If you want to work less, have more time and make more money one very important aspect you have to take care of on an ongoing basis is nurturing those people who are prepared to spend their money with you.
You cannot afford to take their money, sell the goods or perform the services and then hope they will call you when they need too.
The Hairdresser
A couple of weeks ago I visited my hairdresser for my regular appointment. Now I have been loyally going to this hairdresser for at least 2 years, approximately every six weeks.
On this particular occasion there were a couple of clients having their hair coloured and the owner and another assistant were fawning over three kittens which had kindly been supplied by the local vet.
Apparently the vet was looking for a good home for the kittens and John,the owner and another staff member were going to take them home. The kittens were staying the afternoon at the salon for the benefit of their new owners (my hairdresser and his assistant).
So here we were in an upmarket salon, with three kittens running around and the staff paying more attention to them than the clients.
The second incident that occurred happened after I had my hair washed. I was left sitting in a chair waiting whilst John who is my hairdresser casually took his time looking at another client's holiday photos. That wasted at least 5 minutes. (Some people may not be bothered about having their time wasted, but unfortunately for John, I wasn't one of them).
When he finally comes over, instead of asking me how am I going, or commenting about the condition of my hair, he proceeds to tell me all the details about his life (as he usually does) and is so focussed on himself he was oblivious to the fact that without people like me (a paying client), he wouldn't be in business.
It doesn't end there. The final straw came when his mobile phone rang in the middle of my haircut. With no apology or saying to me "excuse me, I must take this call ", he answers the phone and wanders off for another 5 minutes.
By this time I was ready to explode. Instead, being the cool, calm and collected person that I am (sometimes), I took some deep breaths and vowed I would never go there again.
How Much Money Do You Lose?
As a regular client who had an average spend of $110 every six weeks (that's for a colour and cut), I would be worth around $900 a year plus any product I would buy.
And that's another thing, John often complained about not having enough income, yet he never trained his staff how to sell additional products. People (particularly women) would readily purchase shampoos, conditioners, gels etc. if his staff would proactively recommend it.
They only sold product by default, when a client mentioned they had run out or asked questions. I was one of those clients who asked questions about the various products and was ready to buy, except they were always out of stock! (See how being disorganised affects your income!)
Focus on What Counts
Being a great hairdresser, accountant, coach or anything else for that matter doesn't automatically mean your clients will continue to invest their money with you.
You have to pay attention to them by being proactive in looking after them and not reactive when they complain.
In fact most people will not tell you if they are unhappy with your goods or services, they will just take their business elsewhere. They'll also spread the word by telling other people about their experiences with you thereby damaging your reputation and potential for future clients.
The Final Word
Look at how your business is run. Survey your clients and find out how they really find your goods/services, customer care, follow up service etc. After all, wouldn't they know how good you really are? You and your team may think you're great but it's what your clients think (and pay for) that counts.
It would also be worthwhile investing in a great book by Keith Abraham entitled "Creating Loyal Profitable Customers' - 47 ways to turn your customers into passionate purchasers (available from our office for only $24.95 plus $5 postage).
So don't delay. Get yourself organised so that you have time to focus on what really counts.
About The Author
Lorraine specialises in working with businesspeople showing them how to dramatically boost their productivity, reduce the stress and the mess in their lives and have more time for enjoying their life. www.office-organiser.com.au, lorraine@office-organiser.com.au
You've heard it all before when it comes to stats... Read More
Customer Service is a blessing and a curse; a blessing... Read More
As Alan Weiss (guru to the savvy consultant) says: "It... Read More
Do you remember the last time you went into a... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
Do many of us realize that we are working an... Read More
Q: I just discovered that for the past six months... Read More
"Marketing as a spiritual practice." It sounds contradictory ? how... Read More
Who was it that said - "The customer is always... Read More
Are wholesale buyers and retail customers really different? Frankly, there... Read More
I will not make sales. I will make Customers.I will... Read More
So today was the day where I almost stopped going... Read More
The relationship between customer satisfaction and success of a service... Read More
If you have integrity, nothing else matters. If you don't... Read More
Customer Loyalty, we all want it. Don't we?Some people say... Read More
The latest report from the American Customer Satisfaction Index (Michigan... Read More
Our challenge as the business owner/sales person answering the telephone,... Read More
Your opportunity to build a stellar client relationship starts with... Read More
In a mobile detail or mobile car wash business you... Read More
Periodically every sales person encounters the customer who refuses to... Read More
You are serving great food. Your establishment is new, spotless... Read More
It's The Little Things That Make or Break a Small... Read More
1. Don't get Hooked !!!When people behave towards you in... Read More
Customer service and customer service training are vital for any... Read More
There are two kinds of customer service we all experience... Read More
Even the best business will receive an occasional customer complaint.... Read More
The salesman's job is to be well informed; extremely well... Read More
Why is it that Microsoft wants you to buy its... Read More
As I waited for an answer to my VCR inquiry... Read More
Is the special treatment you designed specifically to keep customers... Read More
Would you like to have customers that stay with you... Read More
Sure, all clients are different. They have different kinds of... Read More
Given the choice of dealing with a positive, upbeat employee... Read More
While most companies talk about consumer friendliness, customer centricity, customer... Read More
CRM was supposed to bring companies closer to their clients.... Read More
Is customer service a lost art? Before you answer that... Read More
I spent some twenty years in the corporate world, for... Read More
Despite rumors to the contrary, the Web is not dead.... Read More
What I am about to tell you may seem very... Read More
Your opportunity to build a stellar client relationship starts with... Read More
Many years ago, I was a first year apprentice assigned... Read More
I'd like to start this article with a test ?What... Read More
It may come as a surprise to you to discover... Read More
One of my classes in management focused on the repeat... Read More
If you have integrity, nothing else matters. If you don't... Read More
One of the most popular questions asked in online business... Read More
Service can be described as a "performance" of some kind... Read More
In today's competitive world of retail, many stores are implementing... Read More
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More
Can we be too good to our customers?... Read More
Want to know the secret for keeping your clients forever?... Read More
You are serving great food. Your establishment is new, spotless... Read More
Every customer you have is a word-of-mouth advertiser for you.... Read More
Whether online or off, if you plan on running or... Read More
You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More
Public transport operators who already use passenger surveys may not... Read More
The most important aspect of a successful business is developing... Read More
Customer service is increasingly seen as one of the most... Read More
There are five techniques that have been proven to be... Read More
1. Tis the SeasonRecognize that everyone is frazzled during the... Read More
Customer Relationship Management (CRM) is one of those magnificent concepts... Read More
Reality is not always pretty. But here is a tad... Read More
It should be a straightforward business scenario: making sure that... Read More
You probably think I am going to say something like,... Read More
This morning I was having breakfast with my good friend... Read More
Why is it that Microsoft wants you to buy its... Read More
Customer Service |