First class customer service and care are essential in these economic times.  Consumers now, more than ever, have a greater opportunity to shop your competition for either price, quality or plain old fashion good service.  As a business owner or employee, it’s imperative that you put your best foot forward with leadership, professional image and service level to maintain and grow your customer base in today’s marketplace.

 If you’re having difficulty either maintaining current customers or attracting new ones, one or more of these 5 Things Your Customers Are Not Telling You could be your challenge.

 #1.  “I hate it when the owner or employees physically show me that really don’t care if they receive my business.”

Customers want to know that you care about serving them.  Your attitude, conversation, physical appearance, general stance and responsiveness speak volumes on whether you want their business or not.  You only have a few minutes to make a great impression and gain trust or make a bad impression sending them straight to your competition.  Customers gather enough information in the first few minutes to determine if it’s a good choice to do business with you.  Remember, physical impressions speak volumes on your care and concern. 

 #2.  “I don’t like pushy salespeople or ones that think they have all the answers to my problems.”

When you jump into a solution before the customer has a chance to explain the problem completely, you are shooting yourself in the relationship foot.  Your knowledge is a tool that helps consumers decide if you’re the right solution.  It’s not to force them into a buying decision.  Knowledge is power which can be a detriment if not harnessed correctly. Don’t be rude, insensitive, put down or cut off a customer during a conversation.  Instead listen effectively and wait for pause in the conversation saying “Wow, that’s sounds like a challenge.  Is there anything else I need to know?”

#3.   “Owners and employees need to make me a priority instead of every phone call or distraction that happens while I’m there to do business.  I’m the focus and the one writing the check. ”

The purpose of having customers is to serve them….one at a time.  When you begin to multitask by answering the phone, or assisting two customers at once, you send a message that the customer and their business are not important to you.  Please do not take phone calls when a customer is present. This is just rude. A business person I know constantly takes calls when customers are present or when important meetings are being held. The message is that the caller is more important then what you are discussing. Plus, a stop in the action impedes progress for everyone. A meeting or customer service to a client is a debt of time owed to each other.   If your constantly multi tasking while customers are present, it’s time to look at your business strategy and determine if this is healthy for long term growth and profitability.  Otherwise, customers will determine your business strategy and profit for you.

#4.  “My time is valuable.  I don’t mind waiting but sometimes it’s down right ridiculous.”

Everyone has only 24 hours a day to balance family, career, social and spiritual responsibilities.  Respect your customers time don’t waste it. If you cannot assist a customer face to face, through email or phone in a timely manner let them know you will get back with them and when.  Here is an example of great “customer time management”.  I needed to call a phone company to discuss my bill.  I was put in a calling queue but given the option to have the customer service representative call me back and not lose my position in line.  I thought, wow, this is great I don’t have to rubber neck it and I can concentrate on other things.  I entered my phone number and within 30 minutes the phone representative called me back.  They realized my time was valuable and respected that.   Now I am a long term customer singing praises of their customer service level.

#5.  “When a business doesn’t know the answer to my question help me find it.”

Customers expect you to know your product or service and what you carry to serve them best.  If you can’t answer their questions, help them find the solution through another part of your company or a competitor.  Customers don’t want to run all over town searching for answers.  Be the solution finder for them and retain their loyalty for a future service.  Saying “I don’t know” means “My personal knowledge is limited and our company knowledge is confined to these four walls.  You’ll need to find it yourself.”  Humm.. how would your like this implication the next time you are asking for help with an issue.

In summary, customers want to be respected, appreciated, understood, and generally feel heard.  Give your self advantages by putting your best foot forward instead of shooting yourself in it.  Serving customers requires a 360-degree vision.  In today’s society, consumers are savvy and know they have the upper hand in the marketplace.  Treat them like a VIP and you’ll see your public image and profits soar. Otherwise, get ready for the profit plunge.  It’s up to you.