“To keep a customer demands as much skill as to win one.” – American Proverb.
A business may succeed due to many factors but one fundamental aspect is its customer rating.
For most informal businesses in my society, I’ve realized that they go out of their way to please new buyers/potential customers with respectful attitudes and a little extra of product purchased or service rendered.
Then when business begins to boom and there are lots of people queuing to get served, then the respect dwindles sometimes alongside the quality of product or service. This my friend, is the beginning of the end.
Some businesses sadly underestimate the power of customer service. They feel that if their brand is solid and their product or service is unparalleled, no matter where and how long the customer goes, he will definitely come back. This is very deceptive and damaging.
We live in a society where no one has absolute monopoly anymore; there is always an alternative to choose from. Some people may be loyal to certain brands because of status or personal preference, but largely, people patronize a product or service because of the experience they have interacting with the business owner or rep.
For some, any rude attitude from the vendor’s side is automatically a deal breaker (that’s me most of the time); some might excuse it if the product is ‘exceptionally’ good. Either way, you could be pushing people away with the nasty attitude.
Even if the product is average at best but the customer service is great, appreciation for the latter could help maintain a fair number of customers who in turn would provide feedback and offer suggestions on how to improve your product.
Word of mouth is very powerful. The same way a good experience would lead one to broadcast your service to others, a terrible experience would ginger one the more to tell anyone who’d hear a thousand reasons why they should never consider your product or service.
In all your doing, get your customer service right and you’re halfway through to your goal.
© Josephine Amoako 2021