Customer Satisfaction – How Much Are You Willing to Do?
This has been the hottest 12 months in recorded history. As some of you have been letting me know, your sales are either the best or the worst these past 12 months in your recorded history.
I’ve been suggesting a way to determine how in tune you are to the requests of your customers and many of you have found that it is getting great results.
Keep track of every customer question that you or someone on your team says “No” to. Now, write these requests and questions down and put them into two categories….
“CAN’T” – - These are the requests that are simply not cost effective, outside of your business model, not enough demand, truly can’t obtain the product to sell, or for some reason you truly can’t fill the request.
“DON’T / WON’T” – - These are the requests that you should really investigate as to the practicality of providing. Those that have done this exercise found that there really wasn’t a good reason for not fulfilling the request. Many found that by simply asking their team, or suppliers, that they could indeed fulfill the request and increase the satisfaction of their customers.
The telling question for the “DON’T / WON’T” category is…. I know that we don’t do this right now, but if we really wanted to provide this, what would need to happen on our end? Once you and your teams answer this question, you’ve most likely got the buy in to deliver your customers exactly what they are looking for. And we all know what that means…. more repeat business, loyal customers, and higher profits.