The Importance of Customer Service in Business: A Personal Experience
You would totally agree with me if I said that good customer service helps bring in more customers to your business. This is the same as saying that when you treat your customers well, there is almost a high percentage that they will come back to get something from you because they believe that you have their best interests at heart.
You are most likely to buy things from someone who you feel warmth with, someone who, in a way, you could closely refer to as a friend. When you have good customer service, you are building a relationship that will make not just your customer come back to buy more from you but also refer his friends—who may need your kind of expertise—to your business.
Unfortunately, not many are knowledgeable about building a buyer-to-seller relationship. They are after what they can earn enough of and see money as the only form of tangible currency for prosperity in their business.
The sole aim of running a business is to make money, but the truth is that if money is the only factor you aim to achieve in that business, it may most likely crumble—most likely if you fail to build a connection (relationship) between you and your customers.
Referrals are what a business needs to thrive, and if that does not exist, then I don't know what miracle can make your business stand strong.
Why am I discussing this topic today?
The source of motivation for this topic is how I was treated by a lady I bought something from last week. I am sure you are already thinking I was treated badly, but no, it was the other way around.
She was nice to me, offered apologies for my complaints, and took the blame for everything. I was able to get a feeling of satisfaction after resolving the matter, and it came to my mind that if I would need something again, I would go to no other place other than her place.
Even when I was getting something from her earlier, she was good at making me feel like I was the one buying something from her and making good use of my money rather than her selling it to me. She was able to explain the details of the product and why she thinks I should get it, taking my budget into consideration as well.
Unlike some people I have met, they don't make the extra effort to tell you details about what you need. Some would just tell you the price and leave you to make the decision of whether to buy or not, and if you finally decide to buy the product and it eventually develops a problem, you would most likely not get good feedback. They would try so hard to avoid getting blamed if the product they sold you was a bad one; I am sure you must have experienced something similar as well.
That lady has earned a customer, and I would definitely refer her to friends who may need the type of service or product she sells.
WHO IS STARSTRINGS01
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Starstrings01, also known as Giftedhands, attends the Federal University of Agriculture in Abeokuta to study Mechatronics Engineering. He is a lover of the hive, a guitarist from Nigeria, and a student.
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Lately, I have been learning how to deal with people effectively, and I have come to understand just how easy it is to make enemies, lose customers, and also fail in achieving fruitful communications with people.
To get the most out of one's interactions with other people, it is important to see things from the other person's perspective, understand and sympathize with them, appeal to their need for a sense of importance, and also be agreeable. This is part of what the lady did in dealing with you as a customer. She made you feel like you were making the decision to buy out of your own accord and not being compelled to be sold to.
I can't help but feel like this lady has learned the art of dealing with people from the book I am reading. Or maybe she is just smart. Either way, she has won a customer.
Lol. I think she is smart actually. Somehow, I know she may have not read the book.
What's the name of the book
How to Win Friends and Influence People by Dale Carnegie
Nice, I'll check it out!
Having a good customer relation, you do not know the good you are doing to your business because, it aids more customers to patronise you and help you earn more everytime
Exactly the point.
Good customer satisfaction is like a recipe that will make the business grows. Treating them well will surely give you back in no time.
Exactly! This is a nice addition to what I am saying. Thank you for this!
Thank you also for a very informative article.
Building a good relationship is something many business owners are lacking and they keep complaining about their business not growing.
Having a good relationship with the people you are dealing with business wise is a good thing and as you have said, it is not about you just
patronizing her anymore and even this post is just another guarantee that I will be happy if I patronize her.
She may not have earned money at the moment but she earned my respect. Plus, anybody who patronize most likely would be happy as I see it.
I had a not so similar experience few moons ago. Just a day after buying a product, I encountered some issues with it and I returned to the business to have it resolved but they wouldn't have any of it. Told me it's my fault and sent me away. Good customer satisfaction/experience goes a long way in cementing a business's brand and their perception from the public eye.
I guess they didn’t even take time to listen to what you have to say. And just jump into conclusions that it was your fault.
Everything seemed dodgy and it looked like they were expecting me. The card they played was that they're busy and all their products are ensured so they're faultless and don't have time to attend to my situation. It's all my problem.
I'll start by saying that I always appreciate your way of reasoning, you are a wise man indeed.
Any time I stop by to read your blog, I know there is something that I'm going to learn.
This thing you talked about is so true: establishing good relationship to your customers really matters.
As a music instructor, I have enjoyed many benefits of being an instructor that doesn't just care about the pay, but about the satisfaction of my students.
The lady must be a good person for real.
Thanks for sharing this with us chief!
Sadly there are alot of businesses that ignore the importance of a good customer service and that is why many of them cannot survive for long.
What some business owners fail to understand is that , a good customer service can make someone patronise your business even when they have reasons not to.
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Nice to hear that you have had a positive experience with customer support... You are right about building a relationship even before building a business itself! Just today I was talking with a friend on this topic, connected with HIVE... As building our personal accounts here on HIVE, we are building relationships... If we want to launch some project in the future, we will have a lot of customers from the very beginning as we have done the "hard work"... We built a relationship by accepting our mistakes, and helping others... Exactly what customer support SHOULD do and the lady in your example did!
I have picked this post on behalf of the @OurPick project which will be highlighted in the next post!
I like the way you relate it to Hive. It’s just the same as your business. We build relationships, accept mistake and help others. That way our business, project or account flourish.
Thanks very much for the support.
Customer service is an integral part of your company or project, and this applies to marketing. If you have good customer service and professional marketers know that your project will succeed.
Some people knows the best tactics to earn customers for themselves. I admire that ladies approach to you during the transactions... imagine how she will enjoy referral from you. Referral system is one of the best things that can make business to grow faster.
If only many people will embrace good customer services, they will have an advantage of retaining their good customers
Building good relationships with people is the bedrock of most businesses and careers.
It's why it is a very important skill to have because it can help you go far in life.