Lately we have really been working on customer relations and coming across as positive to our customers in these tuff economic times. We want our customers to know that we are here (with them) for the long haul and that we will do everything in our power to make them successful. So I jotted down 4 steps that help us help our customers. they maybe some that you could apply to your relations with your customers.
1. Get Out Of Your Office (And Into Theirs)
This is becoming more of a way of life for me than I would prefer sometimes.
Not only are our customers based in the city where our warehouses are, but in most cases they are all over Oregon and Washington. It’s essential to get out and be seen (and heard). There is no substitution for hearing things first hand, building face-to-face relationships with company reps and just being available to troubleshoot and demonstrate value before their eyes.
This goes a long way towards making yourself indispensable.
2. Make Yourself Available
This one is pretty straight-forward. When customers have a problem, try to solve it as quickly as possible. Customers will want to reach you by phone and by e-mail. Whichever method they prefer, be sure to respond as quickly as you can. When they are phoning you, answer immediately – unless you’re in a meeting or on a more important call. When you receive e-mails, reply as soon as possible, or even better, pick up the phone or meet them in-person to expedite the problem solving.
When you’re out of the office, be sure to update your auto-responders and set expectations about how often you’ll be able to check and return messages.
3. Go Deep, Go Really Deep
There is a lot of talk about going deep into an organization to learn their quirks and obstacles. I love those conversations and can personally identify myself in them, but there is something to be said for going deep and really getting to know customers personally and professionally. We build long-term relationships with our costumers and therefore, we build long-term plans around them. It is VERY important that the customer knows who to call and ask for.
Going deep lets you learn the language of your customers world. The clearer you can speak and understand their language, the faster you’ll be able to move and the easier you’ll be able to identify opportunities.
On another note, if ever you hit a brick wall on a particular topic, find out who the subject matter experts are within your customers organization and get some guidance. This will also make them feel that you truly do "care" about them and their organization.
4. Entertain Them
Taking customers out for dinner or to the ball game when they’re in town is a great way to continue deepening your relationship with them. It’s not about being slick or “sales-y.” It’s about creating opportunities and environments outside of the office where you can get to know your customers better and build a relationship that is deeper than simply the work you do for them.When applying this to Vendors, make sure anytime a new product is available you drop off a couple "samples" to your key account people or account contacts.
-These are just some of the ways that I believe help us to make a customer feel appreciated and important, again it's not about being "sales-y" it's about communication and truly looking out for each other so that everyone involved has a great and mutually beneficial experience.
Regards
Curt Wokal
man that Curt is a good looking guy!!
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