The other day we were talking to a client about some different new products they are working on. We can’t reveal more than that, and neither could they, really. Something interesting came up though. Our client had prepared a special presentation for one of their customers, showing how the customer could receive already branded material to sell. This was a huge convenience, and the thoughtfulness of the gesture made a big impact. Our client said it evoked a definite “wow” reaction.
It is a truth in business that often is forgotten or perhaps misinterpreted, but the fact is that if you work to make the lives of your customers better, your business will improve, too. There is a catch though. You can’t do nice things for your clients or customers so that they will feel the need to pay you back with more business or an elongated contract. You have to do nice things for your customers because it’s how you do business. Wanting to improve the lives of your customers has to be the core of everything that you, from creating new products to how you frame out your marketing. It has to be an actual part of your company’s culture, and everyone has to buy in, from the bottom up.
People are naturally skeptical of nice gestures these days. Maybe black hat SEO tricks have something to do with that. If you do something nice for me, I’m going to assume you’re going to be calling on me to give something back. That’s why it’s essential to believe whole-heartedly that the customer comes first, and you can’t expect any direct ROI measurement or quid pro quo. You just have to make it your mission.
The nice thing is that if you watch out for your customers without any ulterior motive, you are likely (although it’s not guaranteed) to find that your customers are more loyal to you. They will spend more money with you and stick with you longer because they know you TRULY have their best interests at heart. They might recommend you to other companies. They might write up a nice testimonial for your website or for your Facebook page. But it all has to come from them. As soon as you indicate that you are expecting something, the game is up.
Is your company built on a strong foundation of customer service? Are you perpetually thinking of products that could help customers solve common problems? Are your customers comfortable enough with you to share what their problems are? How did you infuse that “customer first” dedication into your company culture?
We’d love to hear from you!
Image Credit: https://www.flickr.com/photos/122969584@N07/13780167005/ via Creative Commons