For over four decades in some shape or form I have been involved in business.
What I find amazing is this, the information I was told as a kid, the information I was told as a teenager is the exact same information that is relevant today. In fact even more relevant.
All I see business owners do now is, worry about social media, website, new customers, staff, product etc. They spend tens of thousands of dollars trying to bring people in. Yet when the customer walks through the door, the business continues to make the same mistake over and over again.
What am I talking about?
Customer service and customer experience.
Everywhere you go, every business you deal with you are forced to deal with service and experience.
Businesses spend all this money to bring you in yet when you get there they give you mediocre service and mediocre experience. I often find myself scratching my head still after all these years.
As a kid I was told just how important it was. My parents traveled the world, and we stayed in the best hotels. My parents were not rich but they knew the importance of staying in the best places and learning from the best practices. They brought in the best consultants to grow the business. All because they knew how important service and experience was to the success of a business.
I like to keep things clear.
If you are not focused on making sure you provide your customer with the best possible service and you are not creating an incredible experience of doing business with you, then you are absolutely leaving money on the table.
This is hands down the easiest and most cost effective way to grow your business. This is all about the ‘lifetime value’ of a customer and not just the initial sale.
For your business to live deep into the future, and survive the inevitable ‘tough times’ that go along with business. It is more important than ever to make sure you focus on these two highly important areas.
You must look at what experience your customer currently gets, and put thought into what experience you really want them to have. I’ll guarantee that what you think they are currently getting, they’re absolutely not getting.
Often the business owner is disconnected to the customers buying process and continual dealings with that business. Therefore it’s almost impossible to really know what your customer goes through when they want to deal with your business.
Put time and thought into it. Create a plan, implement it and then gauge the customers response. If it’s not quite what you want, keep tweaking it until you hit exactly what you want.
If you need guidance and help with this let me know!