An entrepreneur or a business owner knows his business not only the stocks, the workplace layout, processes and procedures, but how to manage customer relationship. Any business wants to keep their existing customers and prospect for more. One strategy is to think like a customer.
The technique is to role play - for a business owner to pretend he is a customer of his own business! Employees or staff should always be reminded to answer the phone with a smile. There is no excuse to be rude, customer or not. An effective company creates a professional and enjoyable atmosphere of doing business and leverages on this.
By pretending to be a customer, the following should be considered and re-assessed:
How Organized is the Workplace?
The presentation of the workplace is considered. Is it tidy and clean? Some businesses have papers and boxes all over the place which don’t set a good impression for customers. If the business looks disorganized, it leaves a room for doubt what customers think of the kind of image the business has. If the place is untidy, it leaves a room for doubt as to the customer's confidence on the company's handling of matters.
How is the Reception Area Organized?
Is there a water cooler so customers can have a drink on a hot day? Are there reading materials that are favorable to the company so customers have something to read while waiting? These kinds of extras are important since they show the company's commitment to the customers' needs and comfort. Are the couches or chairs comfortable or are they almost falling apart? An unprofessional workplace often indicates that the business owner is careless in his/her presentation. As much as possible, no one wants to do business with one whose image or reputation they don't care about.
How Do the Staff Present Themselves?
Talking about blue-collar job professionals in a work office environment, a professional attitude is revealed in clothes and behavior. This doesn’t mean expensive signature-labeled apparels, but at least, neat and tidy. A professional image is put forward so employees are dressed up accordingly. The last thing any business wants is for a put-off customer to walk away. First impressions are important whether it's by letter, over the phone or in person. Areas where professionalism is lacking should be improved or rectified.
Final Thoughts on Customers
Business owners or the company must ensure that training of employees in customer service, sales, and other customer relationship is a part of the customer process management. One winning strategy of a business to keep existing customers and to attract new ones is to think like a customer.
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