I’ve been in business for longer than I care to remember and one question that people always seem to ask me is what they should do in order to guarantee 100% customer satisfaction and have customers coming back to them again and again. Now, before I go any further, let’s clear one thing up. You will very rarely be able to guarantee 100% customer satisfaction as people are so unique and therefore so are their likes and dislikes. One customer may absolutely love one of your products, yet another may hate it, it’s just how the world is. Despite this, your aim should be 100% customer satisfaction as the more happy customers you have, the more likely they will be to not only return, but to recommend you to others as well, helping to spread awareness of your business. In order to help achieve this, I always recommend having a solid Quality Management System (QMS) in place as this guarantees quality of all services and products offered by your company. There are many key principles associated with QMS, including excellent customer service, effective leadership, continual improvement, and much more besides. Another key principle of any QMS is customer focus, which is what I’d like to talk about here.
In order for any business to succeed, on top of great leadership, the main factor which will decide just how successful they actually are is customer satisfaction. Businesses depend on their customers as they would literally be nothing without them. As well as offering top notch customer service, businesses in my opinion, should ensure their product quality and services are first rate, as that is what will help keep their customers happy, and as mentioned, a happy customer is more likely to return to your business and recommend you to others.
Customer Focus Benefits
There are many benefits associated with customer focus, which I’ll be covering in whole over my next two or three blogs. For now however, here’s a look at some of the more prominent and vital benefits that customer focus is able to offer businesses all over Australia, and all over the globe too for that matter.
Increased Customer Loyalty
I mentioned previously about just how beneficial it can be to keep your customers happy and here’s why. If you focus on your customers, make them feel wanted, make them feel special, and actually care about them and their opinions, rather than simply relying on them for their money, this will translate into a much higher turnover for you. If a customer is happy and satisfied with the products and/or services your business provided, they are much more likely to come back and use you again and again. Think about it, if you go out for a meal and experience poor service, horrible food, and problems with your order and a poor attitude from other members of staff, would you likely go back there for your next meal out? No, you wouldn’t would you. Now, if you go for a meal and experience fantastic friendly customer service, delicious food, great value for money, great food product quality and just a generally pleasant dining experience, you’d almost certainly return for your next meal, and would also recommend the restaurant to friends and family. Keeping your customers happy will lead to increased customer loyalty which means they will come back to you again and again.
So, that’s a quick look at customer focus and how it can be beneficial to you. If you’re looking to enjoy any level of success with your business, an effective QMS must be implemented, but don’t worry, I’ll be going over everything you need to know over the coming weeks.
That’s all I’ve got time for this week, but be sure to check out my next blog as I’ll be looking at a few more benefits of customer focus, and exactly what each benefit of applying this principle can mean for you and your business as a whole.