Is This Good for Customers?

How often do you find yourself asking about a company, “Why in the world did they do this?” Here is an example of what I mean. I recently was dealing with an auto problem related to the electrical system. Because of the unusual engineering of the car, a special and fairly expensive test was required to determine the problem. This was necessitated by the fact that the manufacturer choice to move a part from one location (where this part had worked just fine for years) to another location. This made the testing more difficult and repairs potentially more expensive. I had to scratch my head and wonder if anybody with this company ever stopped to ask two questions, “Is this change an improvement?” and “Is this good for customers?” No matter the answer to the first question, my experience tells me it was not good for customers. This is not good customer service.

What Do Your Customers Want?

Before you start making major (and sometimes minor) changes to your products and services, it is a good idea to understand clearly what your customers want. You may think the change(s) you plan are well conceived, but unless your customers are receptive you can do more harm than good. This is why it is imperative that you keep your finger on your customers’ pulse so to speak to remain aware of what they want, expect, and will accept.

The Competitive is Breathing Down Your Back

If you fail to satisfy your customers or implement a change that turns them off, you can bet your competition is chomping at the bit to step in to replace you. You simply cannot afford to blindly make changes without knowing what your customers want. Even if you think you know what they need, unless you can demonstrate it to a level that they will want what you have to offer, it won’t matter how much they need it.

Bottom Line

I’m not going to beat this to death. I just want to emphasize that customer service means more than just servicing customers. First you need to know what customers want and what they expect. If you don’t, all the courteous customer service is the world may prove useless. This means what do they expect for the entire process? From the initial contact to the follow-up, know what they expect and want. To see more on this see Don’t Let Accounting Kill Sales.

How do you make sure that changes you plan to introduce will be positively received by customers?

If you want to know more, contact AimCFO – Contact

As always, your comments are welcomed.


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