Focusing on Customers

Without customers you have no sales, no income, no profit, no business—and soon no organization. Unfortunately, when you meet other managers they often seem to forget this, and talk about profits, productivity, return on investment, data ratios and personnel problems. Sometimes customers are clearly an irritant, getting in the way of smooth operations, asking awkward questions and making unreasonable demands.

The purpose of your organization is to supply a product that satisfies customer demand. This should be the focus of the whole organization. To sustain competitive advantage requires a total commitment to your customer. If it is good for your customers, do it! The dollars will follow.

This consideration on customers involves:

  • Finding out exactly what customers want;
  • Designing products to meet these demands;
  • Doing research and development so that your product range responds to changing demands;
  • Aiming for complete customer satisfaction;
  • Getting a reputation for outstanding quality and value;
  • Doing after-sales checks to make sure that customers remain satisfied;
  • Looking outwards so that you are always in touch with customers, potential customers, competitors, alternative products, etc.
  • Allowing customers easy access to your organization and making them welcome;
  • Discussing customer service widely, so that everyone knows your aims, and shares thoughts on customer satisfaction.

Some say that you should go further than merely satisfying customers, and should exceed their expectations – delighting or crossing them. Whatever you call it, you depend on satisfied customers coming back with repeat business. It typically costs five times as much to attract a new customer as it does to retain an existing one – and someone who gets good service will recommend you to four or five other people, while someone who gets poor service will warn a dozen potential customers to go somewhere else.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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