July 4th is Independence Day in the United States. We know that summer is finally here when this holiday rolls around. The summer brings with it fireworks, long week-ends at the beach, back yard picnics, and outdoor barbeques. I love this time of the year because I like to grill. My friends and I like to create recipes and share with each other. We can get very competitive about whose recipe is the best and often challenge each other to a “throw-down”. This is where we cook a recipe and invite our friends and family to judge who made the best dish.
In keeping with this theme, I want to tell you about a LinkedIn discussion appearing in the After-Sales Service group that I recently participated in. Erin Petruk of CSDP Corporation asks, "Does anyone have a recipe for building great customer relationships?"
Well Erin, here's my reciping for creating long term, mutually beneficial customer relationships:
In any size organization:
1. Place in leadership, mission, and objectives
2. Hand pick motivated and trainable people
3. Combine empathy, listening, and communication skills
4. Mix in quality systems, processes, and controls
5. Add measure of customer satisfaction
6. Sprinkle in courtesy & personal attention
7. Repeat processes often
When ready to serve, have a sense of urgency and deliver with a smile.
In response to my post, Erin posted her own recipe:
1. Start by rolling out a foundation of trust. Add a large amount of honesty to your relationship and always deliver what you promise.
2. Peel and slice the customer’s words in order to really understand what they’re telling you. You need to LISTEN in order to know what’s best for them!
3. Add a heaping cup of open communication. The customer wants you to acknowledge their intelligence and feel respected.
4. Place motivated, understanding, and courteous employees into a large pot and gently stir in training, objectives, and leadership so that they will do anything to satisfy your customer.
5. Prepare your customers for any problems or setbacks that may occur.
6. Mix in proactive service in order to anticipate your customer’s needs.
7. Skim off any insincerity. Customers want genuine interest and earnestness.
8. Combine these ingredients in order to build the best customer relationships possible!
9. Garnish with random friendly phone calls just to check in and genuine cards to say thank you!
I know a “throw down” challenge when I see one. I am asking that readers of my blog sample these recipes and let me know which they like best. Our recipes are, of course, best served together. No doubt, the connoisseurs of extraordinary service among you will agree !!
Blumberg Advisory Group, Inc. (www.blumberg-advisor.com) has been creating recipes for building extraordinary customer relationships for over 40 years. To learn more recipes for serving up increased customer satisfaction and service profits contact me at michaelb@blumberg-advisor.com.