Many companies today seemed to have forgotten the reason for going into business: to provide products and services to satisfy the needs and wants of the customers. In fact, the customers are kings and queens. Unless you know how to attract and keep satisfied customers who think they are getting their money's worth, then your business is lost.
Attending to customers' needs is a business strategy that is synonymous to revenue and profit, because good service to customers means success. Without the customers there would be no sales, and no income. As the sign in a store shop says, customers are perishable. This means it is easy to lose a customer and to give him to the competition.
The following are the three pointers to attract and keep the customers.
1. Serve your customers well. Poor quality service is always the cause why buyers and potential customers turn away from patronizing your business. It is only the quality of service that can give you an edge over your competitors. Customers always consider service, attention and support than product quality. So, respond to your customers' needs as soon as they arise.
2. Always offer quality products and services to your customers. The reason why customers buy from you and not from your competitors is because they believe that your products have quality and provide tangible value and benefits to meet their needs. Do not sacrifice quality over quantity. Also, do not exchange short term gain to long term profitability.
3. Keep the customers first. Develop good relationships with the customers, always keeping in mind their needs and how you can satisfy those needs. Have personalized contacts, open feedback mechanisms and attend promptly to their complaints and suggestions. Satisfied customers can become your captured market, and in the face of competition, their loyalty can spell the difference between profit and losses for your business.
A successful strategy is one that treats the customers as your business' reason for existence. This strategy can be implemented by using the tactic of always providing the customers with products and services that are responsive to their needs and expectations, coupled with fast, personalized and efficient service.
In the last analysis, good customers' service will always result to a lasting relationship, which translates to your business survival, growth and profitability.
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Eli A. Gatanela is a practising lawyer, management consultant and licensed real estate broker based in Bacolod City, Philippines. Mr. Gatanela has been involved in business and management consulting for the past twenty years, and in the private practice of law, specializing in commercial law for the last 8 years. He was formerly professor of Economics and Business Management and holds Economics, MBA and Law degrees from the University of St. La Salle, one of the leading universities in the Philippines belonging to the De La Salle Brothers of the Christian Schools worldwide. Mr. Gatanela heads his law and consulting firm Gatanela & Associates based in Bacolod City, Philippines. His website is: http://businessphereconsulting.com
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