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.
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
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.