Which Customer is the most Important..?

What is the definition of a Customer…?

Simple question that most people respond...

“any person who spends money with my business…” 

...or something very similar…

How about if we changed the definition of a Customer to;

“any person who adds value to my business…”

This would clearly include those people who spend money, but should also include the following;

Prospects - people who have never bought from you, or connected with you. You can build a following and a network by giving value and ideas to everyone, they will become your unpaid marketing team, globally...

Clients who bought from you in the past – they can still add value by introducing you, referring you and saying great things about you in the pub or on social media sites. Never let a Client lose positive contact with you...

Your Team – they define your offering, service levels and profits. They add huge value, and can either build or sabotage your reputation with what they say to their friends and family.

Suppliers – always play nice. Suppliers can and should be a source of introductions and referrals. They will spread good news about you and also bad news if you don’t treat them right e.g Pay them on time...

Yourself – you are a customer of your business; Is your business treating you well..? Do you get paid on time, are you having fun, is it fulfilling your dreams and expectations..? Do you sometimes feel like changing suppliers..?

Your Family – they probably deserve better service too. Are they seeing you enough when you’re not tired and irritable ?, remember,they are the reason you are in business in the first place; look after them well.

So if we recognise that a Customer is simply someone who adds value to your business, then we may need to adjust your customer care program. 

In my experience plenty of businesses have solid Paying Customer service policies and procedures; I have met very few that have true Add Value Customer Service programs.

Test this out – if your partner / husband / wife is truly a “customer” of your business, ask them this simple question;

"On a scale of 1 to 10, with 1 being Rubbish and 10 being Amazing, how would you rate the effect the business is having on our relationship…?"

This is probably the best Customer Survey you can undertake - brace yourself...

But most of all.

YOU ...  are your most important Customer;  But for you to get the great service you deserve from your business, everyone else needs to get great service first…

If you were employed by someone else, would you tolerate the hours, money, stress and “excitement” you currently experience..?

 Is your Business serving it's most imprtant Customer well enough...?

Your Results Rules OK plan to fix it...

1. Figure out who your Customers actually are...
2. Define what they deserve and compare it to reality...
3. Fix it and systemise it...
4. Train it and delegate it...
5. Buy Champagne...
6. Take your partner to the Bahamas...
7. Repeat steps 5 & 6... 
8. Buy a Ferrari & enjoy the ride...

PS - With special thanks to Joseann in Florida for the reminder - of course, the Environment is equally important as a customre. If we don't look after our Planet, how can it look after us...

Check out the Net Promoter Score System for a simple and easy method of measuring your levels of service top ALL your Customers...

Come along to one of our events and learn more about how to build your remarkable business click HERE to find our more...