Customers. I’ve been obsessed about customers and customer service for the last year while doing research for my new book coming out later this year. My research has taken me to high end retailers and to the local farmer’s market. What I’ve learned is the businesses that become customer-centric are always the busiest and the one’s I want to return to visit.
Taking care of customers has always been my focus. When I was at Starbucks, it was an expectation at all levels. As I started my business, I realized becoming customer-centric was how to differentiate from the competition.
Want More For Your Customers
Your customers are your business. They pay your paycheck. It’s not enough to provide your product or service. You need to deeply care them and how they use your product or service. What has their experience been? Where are they challenged? Where are they extremely satisfied?
Caring is hard to scale. That’s your competitive advantage.
Caring is doing one extra small unexpected thing. It will make you stand out. One of my peers calls it “Plus One.”
Caring is knowing about your customers. Big brands can’t do that.
Caring is interacting with your customers. Not just shipping and forgetting.
People don’t want to be a number. They want to feel valued. That doesn’t mean adding them to your email list or sending them endless sale emails. Those actions only show you can more about yourself than them.
Your business becomes customer-centric only when you put them first. They become the filter through with your actions and decisions are made. By shifting your company culture in this manner, you naturally begin to care. You can’t help but care because it becomes what you do.
Start learning about, talking to and getting to know your customers beyond the sale. Finding out more about them allows you to naturally offer help and assistance where they need it, not what you want to sell.
I am increasing the level of my customer care. How about you? I’d love to hear your best customer service story. Email me and I might use it in the book.