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…should be Fundamental for Every Business!
While at the check out area of an electronics store recently, the clerk remarked to me about how rough his day had been. “I like my job, I just don’t like most of the customers. Most of them are a real pain.” I half laughed and said, “Really?...do you like the paycheck those ‘pains’ provide for you?” He looked at me and said, “You’ve got a point!” He acted like he’d never heard that before. It seemed he was under the impression that he was there to collect a paycheck without really earning it by serving customers.
With the challenges of the economy for some businesses right now, it’s essential to insure the basics are covered with every member of the team - continually. Businesses can’t afford to have someone on their team who is not representing them well. All successful businesses have ongoing training. Repetition – Repetition – Repetition
Whether a business is struggling or has more business than they know what to do with, training is essential. If the customer does not feel like the priority in a business, they have no reason to come back. They certainly have options and will exercise them!
“A Customer”
“A customer is the most important visitor on our premises. They are not dependent on us…we are dependent on them. They are not an outsider in our business…they are a critical part of it. We are not doing them a favor by serving them; they are doing us a favor by giving us the opportunity to do so”. (origin unlisted)
Roy Disney said, “When values are clear, decision making is easy.” We build and grow a businesses based on certain standards and values. If those are not clear or are in any way compromised along the way, we’re in trouble.
We also must define what it looks like to value the customer. People can actually value a customer, without the customer feelingor perceiving they are valued. Their perception is what matters – that’s their reality.
If a husband and wife tell each other they love one another but do nothing to actually show that love, the words start to feel empty and meaningless. The same for a business that “tells” their customers they care about them by printing it on large signs, on lapel pins and on their receipts, but not showing it through their attitude and actions.
No matter how sincerely one may value them, if the connection isn’t made and they don’t feel it, the customer won’t believe it.
One of the top complaints customers have is when they feel apathy from a business. Defined as; Apathy: lack of interest in anything, or the absence of any wish to do anything. 2). Inability to feel normal or passionate human feelings or to respond emotionally. Apathetic: not taking any interest in anything, or not bothering to do anything.
When employees act apathetic, indifferent or act bothered when they have an opportunity to serve a customer, they in fact, don’t deserve their business. There are other businesses eager to fill that void. The actions of this type of employees are subconsciously inviting the customer to leave.
“Authentic Customer Care,” although not always easy to accomplish, is a very simple concept, and good businesses are committed to. It means respecting others and making them feel valued, regardless. The theme song from the T.V. Series - Cheers, sum it up, “you wanna go where everybody knows your name and they’re always glad you came.” We all have the God-given need to feel significant and that we matter. We should not only want to make sure people feel significant and valued because it’s good for business; it also just feels good to do the right thing.
Joan Endicott is an internationally known Professional Speaker, Life Coach and Founder / Author of “I Get To!”®. ETC Endicott Training & Consulting offers inspiration, humor and information to help individuals and organizations grow their teams, increase morale and productivity. Audiences include all ages, venues and industries. For more information: www. JoanEndicott.com, office: (208) 453-8056 Email: Joan@JoanEndicott.com
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