Any good business person knows that one of the keys to a successful business is good customer service. Providing customers with a positive business experience is key to repeat business and customer satisfaction. In the process of providing good customer service, developing a relationship with your customers gives them a sense of comfort and creates a safe environment. As a customer would you want to revisit a business if when you entered you get a bad vibe or you don't feel like you are wanted? Absolutely not! The reasons why you DO revisit a business is because the products or services offered meet your standards and needs, the atmosphere is inviting and you've had or you continue to have an experience that pleases you.
So if providing good customer service is for the purpose of selling products and services and retaining customers, what is reverse customer service? Is "Reverse Customer Service" a real thing? Granted this is a phrase that I coined but hopefully you will understand this concept by the time you finish reading this post. To preface this please know that my businesses but more importantly my employees and my customers are extremely important to me. In order for me to provide jobs and thus take care of my employees I have to have customers; in order to continue to evolve my businesses I need customers; in order to keep customers I need to provide experiences and services that keep them happy and wanting to continue to utilize our services. In order to accomplish this I am constantly working to develop relationships with everyone that I meet. Essentially reverse customer service is being a good patron to other businesses. Many of the businesses that I patronize on a regular basis happens because I have created relationships with the people that work there. My personality lends me to feel generally comfortable talking to people that I don't know. So when I am at a checkout counter I will joke or participate in playful banter. If I have the opportunity to learn something about the person working that can further the conversation or be used on the next visit, then I have taken a step to developing a relationship with that person. "OK, so you are a friendly person and you talk to the people at the businesses you frequent. How does this help your business grow?" Great question. You see as the continual relationship grows the people you are conversing with will naturally start to take an interest in what you do. Maybe they will see a logo on your shirt for your company or maybe you are buying the same items on a repeated basis but to someone who is paying attention and is pursuing good customer service, they are going to ask questions. The more this relationship grows you may find that these people are starting to refer people to your business or maybe they themselves are wanting to utilize your services. Now you have created a partnership with someone who is essentially working to help your business while you are helping them by being a repeat customer. Your good patronage and relationship skills are leading to good business decisions that can benefit everyone thus you have demonstrated, "Reverse Customer Service." Building Leaders for Success is dedicated to educating and providing training and skills that will benefit you, your employees and your business. Check us out on the web at www.buildingleadersforsuccess.com, on Facebook at Building Leaders for Success and on Twitter @Leading4success. Enter your email address in the box to the right to receive these blogs and other offers from Building Leaders for Success.
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AuthorFrank Taylor is founder and CEO of Building Leaders for Success, Inc. A musician of 25 years, educator of 15 years and a motivational speaker of 16 years, Mr. Taylor brings a wealth of knowledge that will promote success and fundamentals of leadership. Archives
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