12 Things to Jog Our Memories About Our Customers' Needs

Last week, Roy A. Ackerman wrote on the Ultimate Blog Challenge about his illuminating experience with losing a client and so many of us commented on it - we could relate!!! In fact, I'm not so sure I didn't feel cold chills! 

I decided to search out a list from an old Successful Manager's Handbook and I've revived it as a reminder for myself and my actions with clients and I hope it will be useful for you too.

1.  List the needs you believe your customers have.  Then ask your customers what their needs are.  Note the differences.

2.  Personally take time every day to ask customers, “How are we doing?” and actively listen to what they say.

3.  Look “outside in,” not “inside out” – look at things from your customer’s viewpoint.

4.  Examine everything you do against the criterion: “Does this contribute to meeting customer needs?”

5.  Don’t assume your customers have the same criteria for evaluation as you do.  Find out what is important to them.

6.  Treat your internal customers with the same care and respect as you treat your external customers.  As a manager, consider your team members to be your customers.

7.  Discuss customer service at every staff and team meeting.

8.  Keep a file of newspaper clippings, trade and business journals, annual reports and marketing research on each of your customers to stay in touch with their business.

9.   Brainstorm ideas with team members on how to satisfy customers.

10. Reward staff members who consistently provide good customer service.

11. Provide special training for all employees on customer service.  Include tips on how to handle difficult customers and how to carry out service-related company policies and procedures.

12. One week after a complaint has been resolved, call the customer to check up on his/her satisfaction level.

Adapted from Successful Manager’s Handbook, Personnel Decisions, Inc., 1992.

Question for you:

Which of these reminders do you need to work on?

Strong Relationships + Solid Leadership = Success for Everyone