Excellence - The Only Standard For Your Business
Excellence - The Only Standard For Your Business By Jenean
Matthews
In the business world, online and offline, the only way we can
stay in business is to attract customers and keep them. We spend
a lot of time advertising, looking for referrals and promoting
to new and current customers. But what are our customers really
looking for?
If you sell software, jewelry, vitamins, books, etcetera, a
customer can purchase these products in a multitude of places.
Why should a customer purchase the product from you and return
to your business for other products? The answer should be
because they can expect excellence from you.
Excellence is setting high standards for yourself that your
competitors may overlook. You will go beyond the normal standard
of customer service to satisfy your customer. You will perform
at a level higher than the competition. Your business will be
superb.
Can you think of a business that's superb? Can you think of a
time when a business offered you a high quality product and they
went above and beyond what their competitors offered? What did
you do? You probably purchased other products from them and told
your family and friends about the experience. What are your
customers saying about your business and their experience with
you?
If you want your customer to say they were very satisfied, you
have to be willing and determined to raise your standards and be
better today than you were yesterday. Excelling is an ongoing
process that never ends.
How do you start the process?
*Pay Attention To The Details Imagine you are buying a pair of
earrings as a gift. Store A has what you're looking for in the
display cabinet. You ask to see them, you like them so you make
the purchase. The salesperson puts them in a plastic earring
holder and places them in a paper bag along with the receipt.
Store B has what you're looking for in the display cabinet. You
ask to see them. The salesperson explains the quality and weight
to you so you can make an informed decision. You like them so
you make the purchase. The salesperson puts them in a beautiful
box, offers to gift wrap them for you, at no extra charge, and
puts them in a small gift bag. She hands you your receipt and
cleaning and care instructions for the earrings.
Which store will you return to for your next purchase?
*Go The Extra Mile Imagine you just purchased a new computer and
you're out shopping for a certain software product.
You find the product in store A. You ask the salesperson if it's
compatible with what you have on your computer system. The
software product doesn't give that information. The salesperson
doesn't know the answer but tells you if purchase the product
and find out later that it won't work you can return it within
10 days of purchase if it is unopened.
You find your software at store B. Again, you're not sure of the
compatibility. You ask the salesperson but he doesn't know. He
escorts you to the help desk and asks another salesperson. She
is not 100% sure but thinks it may be compatible. The
salesperson pulls up the software company's web site, finds out
it is compatible, and prints the information for you and you
make the purchase.
Which store will you return to for your next purchase?
*Treat People Like You Want To Be Treated You expect the best
when you are spending you time and hard-earned money. In turn,
you must give your customers the best. When you set up your
business, walk through the purchasing process your customers
will experience from the moment they click on your web site or
drive up to your place of business. As you go through your
purchase process ask yourself each step of the way, "Is this how
I would like to be treated?" If you get to the point where your
answer is no, make the necessary changes.
-When a customer makes a purchase from you ask them about their
experience.
-Visit chat rooms and bulletin boards where consumers gather to
complain about their shopping experiences. Examine your business
and make sure the same complaints cannot be said about your
company.
-Think of instances when you received excellent treatment and
find ways to incorporate it in your business.
Offer the highest quality, be exceptionally good, go beyond the
norm and show the utmost respect for your customers. They will
return again and again and bring others along with them.
Excellence - The Only Standard For Your Business