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 Ten Ways to be a Better at Leveraging Customer Relationships

Wednesday, April 16th, 2008

Written by Martin Haworth from his website:

  1. Be Open
    Start hearing what your customers are saying. Truly listen and realise you can benefit if you hear properly.
  2. Create Conversations
    Get out there with your customers. Ask questions, value their input and build great relationships for the future.
  3. Get Past Criticism
    It’s not about you, or your people. The negatives you get are fixable – and sometimes need a deeper consideration of what they mean. So be honest about causes (hint – it will be something to do with you!)
  4. Savour Feedback
    It is a gift for you – relish it! You may wish to let off a little whoop of delight every time you get feedback. It truly is a cause for celebration.
  5. Get Your Team Onboard
    And share your enthusiasm too. Get your people realising that they are not in the wrong – yet they can be a lot more in the right. Be happy about this!
  6. Keep in Touch
    When you have these open and honest conversations with your customers, remember to take contact details and get back to them with outcomes – they will love it! And become an ongoing advocate for you.
  7. See Opportunity
    In days where prices are squeezed,; product distribution is widespread; and services are being shipped overseas, this level of positive, constructive customer relationships is about all you’ve got – it can become your USP.
  8. Share Widely
    Let all of your people know the successes you are having. This creates an upward spiral of involvement – everyone will want their ‘customers’ to be the useful ones!
  9. Keep Smiling
    Hey – have fun with this – respect your customers and be prepared to get involved with them – share a different sort of relationship from the usual adversarial. Smile together:-).
  10. Give Back
    Treat your customers kindly. Encourage feedback and reward them with gifts – be different! They and what’s more you will love it!

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