In our everyday life, all human beings are customers. Whether it is as an internal customer in an organisation or as an external customer in the purchasing of goods and services. Listed below are six simple human needs specifically geared to customers. Whether you are part of management or the sales clerk, selling goods or services, you need to ask yourself the following question–"Do I offer this to my customers?"
Certainty–Customers go where they are certain that a service will meet their expectations. A level of comfort is added when a customer feels certain that your service is predictably fast and friendly; the products that you are selling works and the order will be ready on time, every time. Your organisation will be at the top of customers' list for repeat business.
Variety–While customers will want certainty, they will also seek out variety. A certain amount of uncertainty or mystery adds excitement and adventure to the customer experience. Whether it's wondering what the "discount of the day" might be, or selecting from an expanded variety of predictably excellent products, customers feel energised when their experience with an organisation brings them a bit of unpredictable delight.
Significance–Customers are eager to do business with companies that value them. A customer needs to be aware of his/her power to take their money or business elsewhere. If today's consumers were to experience indifference from your organisation, they will quickly google-search your competitors. Below are two strategies to assist you in creating loyal customers:
�2 Simply offer authentic appreciation to your customers
�2 Seek out customer feedback to show that customer opinions matter to you. When you respond to their feedback it makes an even bigger positive impression
Connection–Do your customers feel like they are part of the community of your business? In other words, do they have a sense of belonging? Emotional connection drives decisions. Making eye contact and offering a greeting the moment your client walks through the door makes an instant connection. Taking a person down the aisle to find a product is more connecting that simply telling them where to go. Develop a professional long-term relationship with your clients rather than an impersonal exchange. Customers want to feel cared for and cared about. People prefer to do business with people they like. This is so true...
Growth–To improve and excel is an uplifting experience. Do you educate your customers and help them become better at using your products or services? Make it easy for your customers to gain competencies by offering an educational component to your business. Notice where it could be helpful to offer instruction or an in-depth special report. Encourage your sales and training staff to offer added information that will help customers gain insights. This is the era of the educated consumer; when you contribute to their growth, you become a trusted resource.
Contribution–Customers have a natural desire to make a difference. Therefore, thank your customers for getting their paperwork in on time, or for responding quickly to your follow-up e-mail or phone calls. Put their contributing behaviours into words. Acknowledge their part in the process of a job well done. Let them know how much it helped you to do a good job for them by experiencing their accuracy, friendliness, or follow through.What will you do this week to apply one of the six human needs of customers? Think about how this will help to improve your business.
Coaching with Vision
Tel: 1-868-290-8171
e-mail: janice@coaching4ideallife.com
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International Coach Federation credentialed coach