Affection in business
Have you ever been caught off guard by a disgruntled employee or by an angry client and you could not make head or tail of it? Well, you are not alone.
Research shows that internal misjudgements are six times more likely to cause failures than external reasons. In this respect companies are no different from marriages. Unmet expectations are often at the root of grouching spouses, partners, employees and clients.
If you are in sales or the services sector, your ability to ‘read’ clients determines your success. Meeting their expectations is essential if you want to see them again. Of course, better than meeting their expectations is exceeding expectations. How? Deliver a fast and friendly service. And surprise them afterwards with a call to make sure everything is to their satisfaction.
Delighting your customers is the next best thing to exceeding their expectations. How about sending your client a newspaper clipping on something you know matters to him or her. This way, you show that you really care about your client. Find a way to show you understand what is important to him or her. It will not only create loyalty but also build a sincere relationship. Furthermore, grateful clients are willing to pay more enabling you to improve your profit margin.
Do you ever delight and amaze your clients? How?