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3 Reasons Why You Better Know Your Customers...Or Else
Which statement sums up how you define your customers? 1) I have a very specific customer in mind -- very specific and very narrow. I only want to sell to this specific customer, I'm not interested in attracting anyone else. Or 2) If they...
How To Leverage Your Current Ideas And Products Into Multiple Revenue Streams
Diversify - to make diverse, give variety, to balance, to divide securities in different industries, to produce variety, to engage in varied operations. Diversification is a wealth building strategy; it is also an excellent method for...
Increasing Sales with Customer Interaction Points
Documenting and exploring the communications you have with your customers can reveal opportunities for selling and educating them that may not have been apparent previously. It is important to understand the terms that are being used here because...
Top 10 ways to Increase Sales, Boost Profits and Generate Leads
If you're not familiar with travel vacation vouchers packages, here's how they work. YOU simply give a FR'EE vacation voucher package to your valued customers, clients or prospects, for purchasing or trying your product or service. This...
What's The Customer Service Buzz About Your Business?
Small Business Q&A with Tim Knox If you're a regular reader of this column you know that my number one pet peeve is bad customer service. Nothing chaps my backside more than paying hard-earned money for a product or service only to have the...
 
What the Taco Bell Manager Taught Me About Customer Retention

I didn't plan to get a marketing lesson. I really just wanted a steak chalupa! But as I went through the Taco Bell ordering line, my day took an interesting twist.

I've always been one to give compliments when they were due. So, after receiving repeatedly good service at this location, I decided I'd sing the staff's praises. I asked to see the manager. Fred came over and offered to help me.

I told him how pleased I was with the service, and that - from my experience - not all Taco Bell's were created equal. (I had gotten some pretty rotten service at other restaurants.) Fred just smiled and said, "Well, I'm not only the manager, but I own all the Taco Bell's in the city. I bet I can tell you which stores left you unhappy."

I was surprised. I named one location that I'd visited recently and Fred interrupted with, "The manager is not personable and doesn't treat the employees well. I've been trying to find a replacement but have had no luck so far."

I named another store to which Fred replied, "That area is full of rich kids who are undependable and don't have any work ethic."

For each location I named, Fred began to tell me how good (or not so good) the employees were. Never once did he say, "They can't make a taco to save their lives!" In fact, there was no mention of the food at all. He didn't say, "They pre-make their burritos and let them sit" or "I've told them a hundred times they need to put more cheese on that." It all revolved around people.

Next Fred made his point. "Ma'am, it all lies with the employees. The food is the same all over, but some stores - even in great locations - have lousy


sales because the people don't treat my customers well."

Fred is right on the money. Your products and services may be the main reason a customer comes to you (I wanted a chalupa). However, if they get unsatisfactory service, they won't stay long at all. (I won't visit a few Taco Bell locations in my city even though the food is all the same.) There is simply too much competition out there for a customer to tolerate impatience, rudeness or unprofessional behavior.

Consider the fact that your customers pay your salary. They have the money you are seeking to earn. They also have a choice - whether to stay with you or move to your competition who offers the same, or a similar, product as your business.

Wise business people keep their customers in mind at every turn. Making people feel welcome and appreciated is a sure fire way to increase customer retention. In fact, in the results of the 1996 White House Office of Consumer Affairs Survey, a lack of attention and caring was the #1 reason people stated for leaving a company.

Do your people matter? Absolutely! In fact, you and your employees are the reason you have customers. You and your employees are the reason your customers come back. It all boils down to people.

Keep that fact in mind throughout all your marketing, sales and support efforts and you'll see dramatic improvements in your repeat sales - and ultimately your profits!

About the Author

Diane C. Hughes * ProBizTips.com

FREE Report: Amazingly Simple (Yet Super Powerful)
Ways To Skyrocket Your Sales And Build Your Business
Into A Tower of Profits! ==>> http://madmarketer.com/diane

 

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  • winning the loyalty of your customers

  • work at home business ideas

  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list