Posted on Tuesday, 25th August 2009 by admin
It is easy to know why getting a customer is so difficult. Keeping them interested is more so. We do a lot of activities to gain the loyalty of a customer. In marketing jargon, we call it branding. We spend time, energy and money to seek her attention. We select products for various categories, occasions and festivals. With all these efforts, you finally get to see a customer walk into your portal, browse through different categories, select a product or two and make a purchase.
But that is not where it ends. The sales process in any business starts at the point when the customer has made a purchase, bought something from you. In a way, she is saying that she trusts you. She trusts you to give her the right product at the right price with the right quality and at the right time(delivery). When someone says, ”I trust you” ; that in more ways means more to us than anything else in the world.
Hereon it is a delight to serve your customer. Even when they call you to complain! When someone complains, in a way, she is asking for her attention. People want to be listened to, they want to be understood and cared for. They are also seeking for better products, better service and at a better price. Whenever a customer complains, it is the best time to show your character, what you are made of. Are you going to pick their calls, offer them solutions, listen, give freebies or ignore them?
Nobody likes to be ignored. And certainly not someone who has spent their time to come to you and their money to buy from you. How about pampering your customers? How about surprising them, enchanting them. It is said than done but it can be done. It can be done because it is a very human thing to do. We can give it fancy name like ‘customer relationship management’ but we here understand it more so as Human relations.
Giving and receiving gifts is a very human thing to do. We gift because we love and care and think about that person we are gifting to. We are just here, as a portal, to facilitate this emotion.