I can’t believe another month has all but disappeared. We’re still slaving away on our new site… but thankfully we can finally see a bright beam of light at the end of the tunnel!
Our new project has been a long time coming and we even ignored my own advice recently, when we redesigned the site before it was even released. While “to redesign” was a difficult decision, we believe the extra time spent will eliminate a lot of the risks associated with the new project (and of course the new site will also be a lot better than it was going to be).
I must say that working on a new site for such a long period is like an artist working on a painting for too long. There comes a point where you don’t appreciate the good, as you are constantly focused on the not so good.
According to Firefox I have visited the new site 9,230 times… ouch?
One of the things that really bugs me, is when our suppliers refer to us as an “account”, or worse, forget our name.
Maybe we take the whole customer focus thing a little too seriously, but we’d never refer to our customers as accounts. We’re not an account. We’re a customer. There’s a difference. Right?
When you talk to your customers, remember they’re much more than a source of income to help you hit some-budget-that’s-slightly-bigger-than-last-years-one.
Customers have needs and wants and if there’s one thing they do want… it’s to be valued. Why do customers like to feel valued? Because we all have a choice about where we spend our money and we like to think it’s going to someone who appreciates we’re choosing them.
Here’s a few simple tips to help you value your customers:
- When you send letters or emails, address them personally — “Dear Simon,” not “Dear Retailer”, nor “Hi there”.
- When you attend meetings make sure you can remember the name of your customer (btw we’re not GameWizz, GameBizz, nor Gamesplanet!)
- Put yourself in your customers shoes and consider how they would view you and your services.
- Put customers before profits. “Customer Lifetime Values” are meaningless when your customer walks.
- Treat your customers as you would like to be treated (sounds very familiar huh?)
IMHO every company should be practising all of these points. They’re very easy to do and they’re free.
I’m constantly amazed at just how many businesses focus on the bottom line first. If you put customers first, then the bottom line will take care of itself. If you put the bottom line first, then your customers will take care of themselves.
Value your customers and you’ll never be left wondering… “What’s gone wrong with this account?”