Another Secret Revealed

In the last post, we discussed the first secret to building a solid customer service plan and explored how to determine your vision.

 

Today, we’ll discuss the second secret to turning your satisfied customers into raving fans: understanding what your customers want. Identifying who your customers are allows you to better tailor your services to meet their needs. Demographics play a crucial role in this understanding; for example, an upper-class woman in her 30s will likely have different expectations than a blue-collar worker in his 50s.

 
There are four main areas you need to consider and plan when figuring out what your customers want:
  • Listen to Your Customers
  • Ask Your Customers Sincerely
  • Offer More than Just a Product/Service
  • Know When to Ignore Them
 

These are all important when deciding what your customers want out of their shopping experience.

 

Listen to Your Customers

You need to listen to both what they say and what they don’t say. Customers may say they want one thing and really mean something else. For example, if you customers are begging for lower prices, you may find out their real priority is quick delivery.

 

Also, listen to your “silent” customers. These are the customers who don’t bother to complain because the service is so bad they’ve just given up and don’t feel like their voice matters. They feel unwanted and when a competitor shows up, they’ll be gone.

 

Lastly, you need to listen to customers who only reply with “fine”. These customers are similar to the “silent” customers in that they are so used to bad customer service they only give a monotone response.

 

Ask Your Customers Sincerely

If you aren’t sincere when you ask their opinion, they are going to see right through you. You may be thinking, “What about the customers who aren’t saying anything?” You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really care … and you should!

 

Offer More than Just a Product/Service

Your customers are looking for much more than a simple product or service; they are looking for an experience that makes them feel good. They grade you on every step of the process. When you take this into consideration and treat them like people, they will feel like they belong.

 

Know When to Ignore Them

You may think this goes beyond providing good customer service, but in reality, you can’t give them everything and you will never make some people happy. You have to set limits and stick to them. If your vision and company don’t meet the needs of the customer, they will be best suited somewhere else.

 

These are the steps and tricks to figuring out what your customers want and how you can use them to work on your customer service vision and plan.

 

If you get stuck, try our FREE test drive and let us help you through the process.

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PRODUCTIVITY COACHING

Your time management is crucial to the success of your life and business.  If you had more time, what would you do more of?  If you had more energy, how much more could you get done in a day?  We teach you how to manage your time and energy in such a way that you can gain as much as 40% of your time back into your life.  What kind of difference would that make for you?  If you need more time, reach out to us for a free consult.

EMPLOYEE ENGAGEMENT

If you could increase the productivity of your employees by as much as 40% would it change your profitability as a company? Engaged and happy employees are a crucial part of your company but most often employers don’t look at the financial impact this has on their organization. A healthy team makes a world of difference for you in your organization. If you have high turnover, internal bickering or clients who are complaining, call in a coach to assist with your employee engagement.

LEADERSHIP DEVELOPMENT

True leaders are hard to find in this day and age.  Could your leaders be better at leading?  Do you ever have communication breakdown within your organization?  We work with the business leaders, management and influencers inside your company.  We help inspire them to live true leadership in work and home.  If you have turnover in your company, or if you have fighting and bickering amongst your employees, pull in a coach to help uncover the problem and create positive relationships inside your company.

SALES COACHING

Sales results are the fastest way to turn around cash flow in your life and in your business. Too often sales people don’t know the key behaviors that they need to track in order to create the success they are after. There are two key areas that are crucial to sales success.

 

  • Generating leads
  • Converting the leads to customers

 

True sales results create more time and freedom in your life. As you track your sales behaviors, you will see momentum and your productivity increase. As your productivity ur pipeline will fill up.

MARKETING COACHING

Most business owners don’t know where their marketing dollars go. They don’t track the numbers. Sometimes it’s because they don’t have time, sometimes they just don’t know which numbers are crucial for their marketing success. We build a tool that contains the marketing metrics that are crucial for you and we track the results. After we have begun to track our results, we modify our strategies and tactics to match what marketing vehicles are the most successful. Your marketing should generate business for you. Through coaching, focus groups, customer surveys and employee questionnaires, we can assess where your brand is, where it should be compared to your competitors and your plan of action to get there.

LIFE COACHING

What is that one thing keeping you from going to the next level in your life? Do you know what it is? Most people don’t. They have tunnel vision. They don’t have clarity of the big picture. They don’t know what their life calling is. They know they want to leave a legacy that spans many decades of time, but they don’t know what they could do that would actually achieve this. All of these things keep us from our true destiny. In life coaching we look at the behavioral, emotional, mental and physical elements that are keeping you from going to the next level. We help you see your greatest faults, your biggest strengths and how you can leverage them to create momentum. Life coaching can create massive change in short periods of time and can sustain it through ongoing accountability.

 

If you’d like to learn more about our life coaching platform and how you could change the course of your life.

BUSINESS COACHING

What is truly holding your business back from going to the next level? Is it you? Is it your sales? Your processes? Your team? Your cash flow or profit?

 

Business Coaching helps you look at five key aspects of your business:

 

  • Business Development – marketing & sales. Learn what methods people are using to grow their business the fastest. Discover how to get real ROI on your marketing dollars. Learn how to sell without having to be a “salesman”.
  • Infrastructure – systems, processes and your team. Learn how to build the business to run itself. Learn how to use technology in ways that create more time or money for you. Learn how to build a solid team of people that want to work with you for life.
  • Production – where you provide the deliverables of your product or service. How can you do things bigger, better and faster for your customers? What things hold you back from a true customer experience?
  • Customer Service – Finding the right customers and keeping them
  • Metrics – What numbers tell you the most about how your business is being successful? What numbers give you clarity on potential risks?

 

Business coaches know the questions to ask to find the metrics that are important to you. They can help you find risks. They help you see problems. They know how to take a business to the next level. They can help you find how you are getting in the way of your own business. They help you see what you don’t know even when you don’t know it. They see the common patterns that we all make in our businesses. Not only are they aware of the greatest things holding you back, they know how to create action that will create lasting and sustainable results.

 

A good business coach should be able to pay for themselves within 6 months of you hiring them.