Skip to main content

....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 are not equipped to play. No wonder many businesses fizzle out the same way they spring up.They cheapen such key business roles as human resource administrator, accountant,operations manager, social media administrator to mention a few,
and run their businesses with the mindset that things will fall into place.

Service Excellence does not just happen, it is a practice of continuous improvement of the people, process and systems of a business to not just meet customer expectations, but exceed them. The effectiveness of any workforce starts with the quality of the recruitment process.

The 'complex' human resource issues most businesses face are more often than not, outcomes of a shoddy or corrupt recruitment process. Only the best suited employees can deliver excellent service.A business' human resource issues are internal issues that should never be a customer's business. Statements like "I have done my bit, the account's department is the one delaying you", "Mr A has been working in this company for 4 years, he ought to have known what to do with the document he received" are evidences of customer dis-service caused by human resource mis-management.

Rather switch to service recovery and get the customer issue resolved with a meaningful compensation, than try to save your already battered face. After the customer is sorted, get back to the drawing board and that's where Customercentrix helps out.  We help identify what the problem is and proffer solutions that help solve your human resource challenges and keep your customers satisfied.

Comments

Post a Comment

Popular posts from this blog

Customer Education : CE Mark on Products

Have you ever wondered what the CE mark you see on some products means?  No, it doesn’t mean Customer Education. It’s an acronym for a French phrase (Conformite Europeene) that means European Conformity. It is a symbol of product quality and safety.  It is a manufacturer’s declaration that the product has been assessed and it complies with the essential requirements of the relevant European health, safety and environmental protection legislation and is therefore legally fit to be placed on the market within the European Union, Iceland, Norway and Lichtenstein . It is like the United States’ FCC (Federal Communications Commission) and  Nigeria’s SON (Standards Organisation of Nigeria) markings on products. Customers should make it a point of duty to check if the products they are buying bear these markings to ensure their safety. While you might be saying “but some manufacturers put these symbols on their sub-standard products without bein...
Post a Comment
Read more

How To Think Like Your Customer

Are you a business owner who feels your customers don't have a glimpse of how much you are offering them? It can be frustrating to be putting in much more than the competition and the customers don't just see it. They don't understand. Do I hear you say clearly, they just  prefer the competition to you.  L et's get this straight, do you really think you are doing your customers a favour by offering them so much? (Great quality at a cheap price) How then could they be so unappreciative when the competition won't even go half the length you go to get them satisfied? No business is doing customers a favour by offering them the world; customers are rather doing you a whole world of favours by deciding to patronize you. Buying and selling of products and services all operate under the principles of perception ; customers buy based on their perception and you sell based on your perception. Call it your calculation if you so choose, it is still your perception. You...
Post a Comment
Read more

Customer Experience Starts with Customer Courtesy

The way you make a customer feel about you and your business or the company you work for determines if they would buy from you. We really cannot do business without the right impression. Customer courtesy is a vital component of customer experience and a determinant of customer satisfaction. It is the respect you accord customers as recognition of their value to your business. Many businesses display beautifully worded and framed service charters but act contrary because they lack the knowledge of customer courtesy and its benefit to their business or just choose to be non-chalant. Regardless of what side of the coin a business belongs to, customer experience stands a huge chance of being distasteful without customer courtesy. The common practice in non-customercentric firms is that the service charter remains the dream of management while the employees do as they please. Right from the very moment customers start seeking a business to patronize in your niche, or get attracted t...
Post a Comment
Read more