Top 10 Posts
Here, you’ll read our handpicked blog posts and gain unique insights to build your company for the long term. Use these powerful concepts to elevate your local company for Quality Customers.
Force Success
Embrace the "Force Success" philosophy to exceed expectations, build loyalty and drive business success.
Jim Stein
Published Date: September 2, 2024
Ask most company managers and they’ll tell you the key to satisfying customers is to “do what the customer wants.” Although this is a reasonable answer, I believe in adding to this by embracing the philosophy of “do what the customer needs.” Although it takes extra time to educate a customer and merge their wants with newly learned needs, it leads to a more satisfied customer and it’s the right thing to do.
You and your customer share the same problem but come at it from different sides. You’re an expert in your field and your customer is an expert in her expectations. The problem is that you can’t read your customer’s mind and she can’t work in your trade for 10 years to become an expert. Continue reading “Force Success”
EGO and Customer Satisfaction: Part 3
Align expectations to create a clear path to customer satisfaction.
Jim Stein
Published Date: July 17, 2024
Customer Interaction: Understanding and Managing Expectations
Establish up front what your customer expects from you by asking, “What results do you expect to see from our work?” When you understand the customer’s expectations, you can address any misconceptions before the work begins. After you’ve done this, confirm with a statement about what you’ll do and then ask the follow-up question, “Would that be helpful to you?” or some variation. Gaining her agreement to this question binds you both in a psychological contract. It establishes the standard for satisfactory performance in the customer’s mind. Continue reading “EGO and Customer Satisfaction: Part 3”