Too often, when we say we are "taking care of business", we think about
the paperwork, the accounting, the inventory, etc... the trivial things
that are important to get done in order for our business to run
smoothly
and efficiently. While necessary, they are not the most important.
We need to change our thinking about what "taking care of business"
means. We need to make sales in order to have a profitable business,
and we know without our customers or consultants, we don't have a
business. They are our lifeblood, they are what keeps us moving
forward, and meeting their needs should be our primary mission.
Without consultants or customers, there are no sales. Without sales,
there is no revenue... without revenue, there is no business and we
might as well go back and get a j.o.b. It is crucial that we take
care of our customers and consultants. CRM (customer-relationship
management) is a buzz-word in "big business". Many large corporations
have implemented systems and technology to supposedly create customer
care. Some have been successful, many have not.
Most of these systems simply give the illusion of customer care, but
have failed miserably in actually providing it.
How many times have you been through the "round robin" of "press 1 for
this" and "press 2 for that", only to spend an hour or more and never
actually speak to a live person or get your problem solved? You hang
up in the phone in frustration and vow never to spend money with XYZ
Company again. This approach to customer care continues to baffle me
as to why large companies believe this is effective. How can they
possibly think that customer relationships can be created and nurtured
by a recording?
Are those who make these decisions that far removed up the "corporate
ladder" they can't see this isn't customer care at all and having the
opposite effect?
Each and every one of our customers and consultants should be made to
feel like they are our most important one. If we don't take care of
them, someone or some other company will. Small and home businesses
have an incredible opportunity to take back customer care and
relationships the way it is supposed to be. We are in an incredible
position to "take care of business".
Technology is wonderful. Without technology, there would be no
internet and many of us would not be in business. However, there is no
technology on this earth that can replace human connections.
Technology
will never replace our customers knowing that there is someone who
truly
cares about their needs.
So, how about you? Are you taking care of business?
********************
About the Author:
Patty Gale is a successful entrepreneur who specializes in
personalization and customer care for all her clients. She exchanged
her suits, hose and heels for working at home in her "jammies" and is
on a mission to empower other women to do the same.
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