What Customers Want

Our August Networking Event was a wonderful morning filled with inspiration thanks to our Speaker, Theresa Meyer. Mark and Stephen from Pascal’s served us a delicious breakfast. We also have to thank our Sponsors for all the special PRIZES!

Below is an outline of Theresa’s talk.

Know your customer’s needs

We are in a competitive world and market place.

The economy is at an all time low, so to succeed you need a satisfied customer.

We are in an era where people want instant results.  Li e up to it as much as you can.

People are well informed, they can get info with the touch of a button, make sure that you don’t give incorrect info because it ruins the trust relationship.

What makes people choose YOU above your competitor?

Know who you are dealing with ( gender, age, sexual preference (partners nowadays are not always of opposite sex)

Know what their interests are. (Indoor/outdoor etc)

Know their financial status and take it into consideration.

Know what makes them tick.

Make sure you know exactly what they expect from you and your product/ service.

Know how they usually buy – face to face, web site, in store – that will determine how personal you can get.

Know why they want to buy.

Success means clearly understanding what customers’s needs are and making sure they have a positive experience.

First impressions are important

A clean facility, especially with food

Friendliness – smile, be helpful

Service with speed eg same day delivery

Efficient service/ personnel same day delivery, quick answers, competent staff.  Front line staff should able to give answers, people detest being transferred to other staff for answers. Well trained staff

Accuracy – you don’t want to have to take stuff back again & again.

Sufficient stock

Good quality product – educate your customer to use it – people are lazy.

Competitive price – money’s worth

Have an “x” factor and keep it relative, so tailor it often to keep it trendy.

Walk the 2 nd mile – invest in  your customer

Don’t “smeer” off stuff they don’t want, it might have the opposite result.

ASK QUESTIONS TO IDENTIFY NEEDS

LISTEN WITH ATTENTION, LOOK PEOPLE IN THE EYE.

Be honest, transparent

Tell customer the benefits of your business/ product.

Under promise and over deliver

Deliver as promised

Follow up, stay interested

Be available – people want to see the owner/manager

Recommendation is very important, word of mouth is best ad

COMPANIES

Internal communication is  vital

Business must be simple, fun and easy – customer friendly web site

Discount for loyal customers

Demonstrate your product

Know who in your customer  company does the buying and work with that person

Answer questions or get back asap sms, phone, e- mail

Listen to personnel on ground level

EVALUATE YOUR BUSINESS – surveys

Work on weaknesses

Customize, don’t standardize – be flexible within  boundaries

Safety of personnel and customer is NB

Be consistent – don’t start with excellent service and wither with time to end in disastrous service.

Remember! Customer’s leave without  complaining, make sure they return, else you have failed.

Photos from our last Event

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