Wednesday, February 19, 2014

Is Your Manufacturing Customer 'Always Right'?

Guest post by Robbi Hess

Anyone who is in the retail or honestly any kind of business that provides a good or service to the public is well aware of the phrase, "the customer is always right." As a sales person myself I understand that sometimes you need to bite your tongue and find out the true root cause of a client's unhappiness because on the surface it may not be what they are vocalizing about.

Regardless of whether they are right or wrong, they hold the power in that they feed your bank account. True, you don't need to keep working with a client that is impossible to satisfy or who is abusive, but for the most part our clients are reasonable even though they may tend to get up in arms at times.

What can you do, whether you're in the #manufacturing, or any other industry to keep your clients happy?
Here are some tips:

  • Don't be afraid of social media. You may worry that an unhappy client will vent on your Facebook or Twitter page, but be advised that whether they have social media ways in which to complain, complain they will. If they voice a concern or frustration on your pages you can see it and quickly address it. Social media is also a place on which to let your customers interact and get to know you on a more personal level. 
  • Ask a question and take their opinions into consideration. Ask your loyal clients for their input if you're going to launch a new product or service. Ask what they like, and don't like, about what you currently offer. Their comments are valuable. 
  • Word of mouth is more powerful than any advertising you can purchase. A happy client will tell his or her friends about you and what you do. Don't be afraid to ask for a testimonial from a satisfied client and don't be afraid to offer a referral fee. "If you refer a friend, I will give you XYZ..." you could offer a gift card, a discount on their service, whatever makes sense with your business model. 
When is the last time you asked a client for input or responded to a concern on your social media pages?

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