Caring managers keep customers happy.(PROFESSIONAL DEVELOPMENT)

 
"Being on par in terms of price and quality only gets you into the game. 
Service wins the game." 
--Tony Alessandra 

Competition is fierce regardless of what business you're in; prudent companies study their competitors, spend money on advertising, and analyze their products continuously. Since retaining customers should never be taken lightly, these efforts are admirable--and necessary. They can, however, cause you to lose sight of your most basic and powerful weapon against losing customers: your employees.

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Most customers do not leave because they were lured away by the competition or enthralled by a more impressive product. Sixty-eight percent of customers make a change because they were turned off by the indifference of employees, says the American Society for Quality Control. Customers want to feel valued and respected--not treated as if they were a bother. This is a basic concept, but one that is rarely mastered. Managers, however, have a tremendous influence on the caliber of service customers receive. A PeopleSoft ad summed it up well: "Customers are an investment. Maximize your return."

You can ensure that your employees display an attitude of concern in the following ways.

Speedy Communication

Nobody likes waiting for a promised return call. Your customers should not have to follow up for a resolution. It is the company's responsibility to clearly communicate when and how problems will be resolved. Even if the solution is taking longer than expected, a call to alert the customer of the status is a positive, proactive measure.