I believe that humans have an innate desire to be loved and appreciated. People want to know that they are doing work that matters and that others actually care about them. The same is true in the business world, even if those emotions are on a more professional level. Customers want to know that the company or brand has their best interest in mind and genuinely cares about the way the product or service impacts them. I recently began working in sales and have come to realize that positive customer relationships are the driving force for a company’s success. Here are a few helpful tips to manage those relationships:
Listen to customers. Listening to a customer’s comment or concern is an essential method of maintaining positive communication. The customer wants to know that their voice matters. Sometimes simply listening to what they have to say communicates more to them than any response. Social Media is a great tool for interacting with customers and ensuring they know you are listening. It also can be very beneficial for a business to take the time to understand how their customers truly feel.
Stay connected. Just because a customer buys something once does not mean that is the only time you will interact with them! Depending on the nature of the business, staying connected can lead to many future sales. In the hospitality industry, staying connected with large businesses is very beneficial to ensure you are the hotel they book with when they bring people into town. It does take effort (sales calls, holiday gifts, etc.) but it brings in major business for the hotel.
Be genuine and engage. When you talk to a customer it is essential to be engaging and genuine. Let them know that you care about their opinion. It can even be beneficial to go beyond the product or service and, as you get to know customers, ask about things outside the business. This shows that you care about the customer and not just the money they provide the business.
The fact of the matter is that people want to be known and heard. They want to feel like they have a voice and a connection. Once you connect with a customer it is essential to maintain the relationship to gain brand loyalty from them. Maintaining this relationship keeps pushing the business forward.