Your Customer Satisfaction is Dependent Upon Your Relationship with Them
Why do you currently bank where you do? Is it because you have a relationship with a particular banker? Why do you stay with your current financial adviser? Most likely because you have a strong relationship with them. What level of customer service to you expect?
What is the best way to develop relationships and increase customer satisfaction?
By spending time with those you want relationships with. Find out what is important to them. Discover what their goals, needs, and desires are. Keeping in touch with those that are important to us.
We can use this basic relationship premise in the world of our business relationships as well.
Your customers are not buying your product or service…. they are buying the relationship with you.
Let’s use the example of financial institutions and advisers. With financial issues being so much more prominent today than ever before, it is an absolute guarantee that customers want to be in an environment where they feel truly understood by those that are helping them.
Determine the goals of the goals of your customers. In the example of financial advisers, find out what their plans are. Are they saving for retirement? Do they want to leave a legacy? Are they planning on putting their kids through college? Are they risk takers or conservative investors? By accurately understanding the reason why someone is using your services, then you can provide them with exactly what they are looking for.
When your customers truly feel that you understand what their goals are, and that you are on their team, it becomes a relationship. All sales today are actually relationship selling. This relationship will be ongoing and deepen as time goes on. In the end, it is a win-win situation for both. The customer’s goals are most likely met, and your bottom line benefits.
« Considering Customer Satisfaction Issues? Think Long Term and Lifetime Value | Home | Customer Care Increases Satisfaction and Profits »
Leave a Comment