Customer's Eyes: Business Attachments

Easily overlooked attachments to your business can give your customers a wrong impression about your business.
Imagine a salon with an unkempt convenience(toilet).If you're customercentric,you would know customers who sit for hours to make their hair would definitely have need for a well kept convenience.

HOW A CUSTOMER'S MIND MIGHT RUN

If the convenience is so dirty, I wonder if their combs and towels are washed. They just might be using same dirty buckets from that convenience in the salon.The salon is the best around but will I sit for a million braids and not even have a cold drink? What if I have to use the convenience? I can't subject myself to such filth, I would rather go for a place where I won't have to burst my bladder.

The customer runs into a friend.
Friend: Hi

Customer: Hello

Friend: You're still wearing this hair style of yours after how many weeks
(Customer's reputation at stake)

Customer:Don't mind me,I ought to have made it today,but I changed my mind

Friend: Why,this hair is rough and long over due

Customer: Got a salon I love so much at ........,you know that salon right?

Friend: Yeah,who doesn't?

Customer: You won't believe what I saw in their convenience when I went there last.I got in there and ran out.The stylist even asked if I got the description to the convenience right cos I doubt if it took me a minute to get out as soon as I got in

Imagine finding this in a business' convenience when you are so pressed

Friend: That bad? Please spare me the rest of the details.They appear so prim n proper,one would think the salon is made in heaven (Bad publicity) Thank God I now know. I was going to take my sister there next week,and you she's pregnant. We would rather go somewhere else.(Customer deflection)

You say you render the best service around but have a failed service area...It's time to get customercentric! Ask CUSTOMERCENTRIX how!!!!

Contact:
Twitter: @customercentrix
Telephone: +27 847 0847 15

Comments

Why Recommendations Might Not Help Your Decision to Buy (The Nigerian Context)

We seek protection for our money, time and effort when we seek recommendations to inform our decision to procure goods and services. Our usual sources of recommendations are : family members, friends or sometimes friends of friends whom we feel share our interests and would recommend only the best or those they have tried or tested. We rely on the safety nest we build for ourselves in their recommendation(s). This might sometimes not work because our preferences might not be replicas of theirs or their judgment of our preferences might actually be wrong. Subjectivity comes to play most times and I dare say how many people are 100 percent objective when buying? We are often times buying from someone because the seller is our friend, the seller is courteous, the seller also bought from us and we are returning the patronage, the seller will get offended if we are seen buying from someone else, the seller needs help, and buying from them might be a boost, the seller was recommended ...

SPEAK YOUR CUSTOMER'S LANGUAGE

Many businesses get caught up in the technicalities and frenzy of the industries they belong to till they forget how to communicate with their customers. Customer communication doesn't just happen . It's the p roduct of a conscious effort of observation and study. Before we go too far? When was the last time you spent a day engaging your customers to connect with them? Or if it's a large company, how conscious are your customer service employees in studying the customers. Many businesses lose relevance too soon because they let go of the little things that mean so much . Ever tried speaking like a child to connect with a customer's child at your store, ever gotten the attention of a fly teenager by speaking using the latest slang. Business is not for the rigid. Get out of the 'you -zone' because it's not about you but your customers. Stimulated? Let Customercentrix help you out! Call now: +27 847084715

....Not your Customers' Business

Many businesses unknowingly communicate their ineffectiveness and point their customers to their competitors when they discuss issues that are not the customers' business with the customers. Businesses deal with a lot of issues in their business environment and their ability to manage these issues either put them ahead of their competitors (competitive advantage) or point their customers to the competitors. It is ridiculous to hear business owners shift the blame of service errors to their employees in the presence of customers; most times with the aim of saving their faces and making their employees look ineffective, they fail to realize that they are only exposing their lack of good business management practices. While small and medium scale businesses are viable sources of growth for a nation's economy, sole proprietors must know when to employ capable hands to carry out key business roles as the business grows. Most sole proprietors assume roles they know they ar...

Customercentrix

Search This Blog