If you are an entrepreneur and you are focusing on earning profits as your primary goal then believe me you are working on the perfect formulae for failure. Choose some of the big companies whom you admire and do a case study on their working principles; you’ll find one thing common in all of them – they keep their customers first!
What do we mean by putting the customers first?
Putting the customer first simply means, valuing the customer’s need and requirements more than anything else. The businesses that put their customers first strive to build a valued relationship with customers rather than chasing profits.
Why do organizations put or need to put customers first?
This question can be answered accurately by one simple word – Success! Businesses putting their customers need first do so for succeeding in their endeavor. By putting the customers’ needs and requirement ahead of their own short-term needs and greed the organizations build a solid relationship with their customers and earn a profit in long-term with their loyal customer base. The organizations with the culture of valuing their customers more than anything else are mature enough to understand that when they retain customers and earn their trust, profits naturally flows in.
What does a business needs to do to make the customers believe that they put customers first?
First, you need to understand there is no hard and fast rule that you can apply to your business and become a customer-oriented business. You just need to wear your customers’ hat before taking a decision. However, if you need some guiding principles we are sharing some below. Read on and implement them in your business to see it grow rapidly.
- Enter your customers’ head – Now please don’t take me literally. Entering your customers’ head means knowing exactly what they think and what they expect from you. There are many traditional ways like surveys but these days you can do it more conveniently and without an added cost. You just need to have an eye on social media comments and activities of your target audience. You can also use Google for researching on your industry-specific keyword to know what the people are searching.
- Give the customers’ whatever they want – When you have scanned the Google and Social Media trends you’ll have the information about your prospective customers’ needs and wants. Target that specific need and customers will definitely come to you. Suppose you operate a law firm and you performed a Google search and came to the conclusion that people are searching for legal remedies for online fraud or harassment. What you need to do is to give the best possible answer to the query on your website’s blog and you’ll find people contacting you for helping them by filing a suit.
- Give what you promise – If you brag about your product and services you’ll set a standard of expectation in your customers’ mind. Now if your product or service does not match the expected level you’ll miserably break the customers’ trust. Deliver what you promise or even better if you under promise and over deliver. Amazon, the online retail giant, follows this principle very well. They’ll give the customers an estimated delivery time of 5 days and deliver the product in 3 days.
- Ask for feedback and keep the process easy – Once you have delivered your product or service you should thank your customer and ask them for a feedback. Keep in mind that submitting the feedback should be an easy process. If you give your customers a complex form for filling and submitting you are less likely to get the form filled up. Not getting the feedback means you won’t know what your customer thinks about your product or services and if you don’t know that you won’t be able to make the needed changes in your delivery.
- Know the industry-specific norms – All the things discussed above are common knowledge that applies to almost all sectors of businesses. But there are some industry-specific standards that you need to know and follow for making yourself known as a customer-oriented business. As an example, you can check the link to understand the standard set of lawyers to be qualified as good or client-oriented professionals.
As a business person or a professional, you must understand that customers need and demand to keep on changing and you need to adapt your organization accordingly. So, knowing the customers and building a relationship should not be a one-time affair, you need to maintain the relationships you made or you’ll lose your customers to your competitors.