Sara El Kareh
Yes, walk in your customers’ shoes! No matter how you try hard to meet the needs and tastes of your customers, you will not succeed without being yourself a customer too. You will not be able to understand their critics not either their feelings when you act as a supplier only.
With the evolution of technology, people nowadays share their reviews on the Internet; a fact that might affect your company negatively or positively depending on their satisfaction. You must take what they say into consideration whether they were criticizing you or praising you.
Enter their own environment where they are more honest and get to know them better on personal level. Get all background and necessary information that will help you make some changes.
Not only must you know more about your customers, but your employees as well must do the same thing. They must observe the journey of the customer, analyze it and discuss the obtained results, so that a customer’s journey would be seen from all corners.
Your work demands a lot of cleverness since no matter how hard you try to meet all requirements, you will not succeed because some people are picky others nag all the time etc… But when a customer calls the company, show him/her respect and empathy. Be sure you use the right words and tone. Make them feel you understand well their objection, and are going to discuss it with the team as whole. Provide them with an excellent image of the company and be trustworthy. Use terms like “sorry”, “we apologize to you”, “we are going to fix the problem as soon as possible”, we are going to send your objection to the Vice President”…
There is no other way to success except by pleasing your customers. Make the impossible to get their comments and reviews. This is the only way you can improve and reach the peak. It is your duty to do so; you might fail several times, but with every fall there is a lesson. It is a hard job because people of the same house have different opinions as well as tastes, so how could you be able to meet all national and international opinions and needs. But the harder it is, the more enthusiastic it becomes.