Are you doing better things? Better things for the customer or better for the staff? Is it a balancing act?
Better service always sells.
When the customer is in doubt, they’ll remember how they were treated the last time or perhaps, how they were treated by a competitor.
When it is time to recommend a brand or answer a question asked, customers will remember what they felt about the service or how well the product worked when put to the test.
Where is your focus?
When you want increase the compensation of the team, is there a direct effect on the customer?
Must there be a price increase? Is that how the budget is adjusted?
Should there be a new territory for sales, a new market segment, or repeat customers joyfully recommending your products or services? Should it be all of these?
Yet, what is the focus?
Some companies place their number one priority on making things better for the customer. Other companies place their priorities on making things better for themselves.
Who wins this game?
Certainly, it probably requires some of both, but one of those will also likely take care of the other. Except, the reverse isn’t also true.
A focus on the customer will result in more opportunities, customers, and sales. As a result, you can take better care of the company.
A focus on the company first will probably result in short-changing the customer and ultimately making the selling and satisfaction process more difficult.
Better things happen with better service.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.