Are you practicing the three C’s of customer satisfaction? Never heard of them? Well, it may not be the most exciting group of words, or the most robust of topics, but without these three words, customers would never appreciate what you do for them.
Or as one consulting group says:
Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally powerful, especially at a time when retail channels are proliferating and consumer choice and empowerment are increasing.
So how can you be consistent? Just follow these 3 steps.
Step 1. Listen
The more you listen to what your customers need, the easier it will be for you to provide them with their wishes. Which, in case you didn’t know, will boost your profitability beyond your wildest dreams. Just think of it as ROI (return on investment). Second, it will add to your customer retention. Listening to what your customers say will also help for you to provide consistent customer service on a regular basis.
Step 2. Act
You’ve heard the saying “do unto others as you would have them do,” right? Simply, act as you would like you customer to act, and treat them exactly as you would like to be treated. Give them a sunny disposition and you will get one back. This is an important factor in being consistent on an emotional level. A positive experience builds a lasting relationship and trust.
Step 3. Follow Through
Perhaps the easiest of the three, but it could also be one of the most important (if left out). Never make a promise to a customer that you cannot keep, and lways follow through with the goals you set for yourself and your employees. A let down customer is one that may not return. Consistently going out of your way to meet the expectations of your customers will drive sales and bolster relationships. It’s a guarantee.
So what are you waiting for? Institute the three C’s today!