Earning and Maintaining Customer Loyalty
Peace of mind is as oxygen in the challenging world of customer service. Sure, pleasure, profit, prestige, pain avoidance, and power are desired too, but first and foremost, customers need the peace and confidence that only our caring can provide. Continually showing them that we care, are knowledgeable, and are committed to their progress is the vital force that keeps our relationships and businesses alive. And I know what I’m talking about. I do not wish to brag, but I am a customer. I have been since I got my first allowance. Heck, a couple of you may be customers too.
As customers, we want the peace of mind that comes from a customer-service representative listening to our issues and championing our cause. We want the peace of mind that comes from believing that a sales representative is acting in our best interest. We want the peace of mind that comes from employees looking and acting like they want to be there, and who are passionate about their work.
But let’s not think for a minute that providing solid customer service is something done only for the customer. We shouldn’t kid ourselves. Providing solid customer care adds to our peace of mind, too. Many of our goals are achieved by serving customers. One of the major reasons we even wear the “Serve others” hat is so that later in the day we can wear the “Serve me” hat. Our service to others, serves us. It helps to keep the personal benefits of providing unparalleled service front and center in our minds.
There are times we do not feel like serving customers, but we always want to serve ourselves. There are even times when the customer (who may be surly, rude, drunk) does not deserve our best. But we always desire the best for ourselves. Therefore, it can be helpful to remind ourselves of the role that earning and maintaining customer loyalty plays in our personal peace of mind and progress.
Contributed by: Dean Lindsay, Award Winning Speaker and Author ofThe Progress Challenge & Co-Author of Stepping Stones to Success