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It is often said that it is important to treat people the way you want to be treated. Treating business associates in the right manner is all the more important in today's market scenario where everyone is striving for enhanced market share.
I recently had two different customer experiences which made me take a serious look at the way we interact with our business associates.
My first experience was at a furniture store where I had dropped in to buy a chair. The customer service representative was not willing to listen to my requirement and was more interested in checking his smart phone. As a result, I chose another store to make my purchase.
The very next day, I took a friend of mine to a jewellery store since he wanted to buy some gold for a wedding in the family. We entered the store in the afternoon when most of the sales staff were away on break. The usher who welcomed us stepped in for the salesperson and spent more than an hour patiently attending to our requests. This was in spite of the fact that attending to customers was not part of her job. While I would think twice before visiting the furniture outlet, I would definitely visit this particular jewellery store when the need arises.
The second scenario is a clear example of how memorable experiences translate to loyal customers. Meaningful experiences add value and influence customer perceptions. It is these things that differentiate a winner from the others.
While it does not cost much for a person to be attentive, the results that it brings are tremendous and these include repeat visits, more referrals and a positive word of mouth leading to more customers and business.
I have already recommended the said jewellery store to another friend and they are already reaping the benefits of giving exceptional customer experiences.
• Treat employees well; they will do the same to your clients
• Listen to your customers' needs to build lasting relationships
• Make sure your frontliners are all capable of assisting clients
Get tips on working with others in a harmonious way
Source: C. Sunil Roy, Special to Jobs & Careers
The writer is Senior Manager, Publilink