care for your customer, customer will care for you

Care for your Customer, Customer will care for you

1 www.scm-re-engineering.com

Any organization is established to produce and

sell a product in the market. Organizations are by

the people and for the people. The people who

produce it are producers, who sell are sellers and

who buy are the buyer. All are important in their

place of work. But the most important is the

person who buys the product. The happy

customer spread prosperity and happiness in the

entire product chain. The product which is liked

most by the customer is sold most and that

become Star player for the organization. It may give the organization

less revenue, but still a star performer. Similarly organization considers

the customer who buys more, a Star. Here organizations make the

mistake. Every customer who buys the product is important and should

be treated in the same importance as the A class customer. Every

customer has the potential to become A class customer. Therefore

organizations should treat all customers as a star customer. Give the

best treatment to each and every customer,

What are ways by which any organization keeps the customers happy,

fulfilled and retained, is a big question in this dynamic and tough

competition? Here we will discuss the same in brief.

1) Welcome the customer Once the customer is in, he should feel

at ease. He should get a VIP treatment. He should be welcomed

with a warm smile on the face and polite words like, You are

welcome to our establishment., May I help you Sir/Madam. He



should feel an enjoyable shopping environment at your premises

and should be comfortable in discussing his requirement.

2) Understand your customer The

customers attending executive should

be humble, polite, attentive and

supportive. First and foremost thing is

to understand the need of the

customer. For understanding, first of all listen to the customer

carefully and do understand, what the customer wants. Once it is

understood, 80% job is done.

3) Give what the customer Wants Once customer has expressed

his choice, show him the product, and define the product and its

usage, so that customer feels proud of his decision. In case the

same product is not available, try to show him the nearest

product defining the similarities of the product customer wants. If

he is convince, job is done. In case, he is stick with his choice, give

him the tentative time of availability and write down his contact

details for further processing the lead.

4) Delivery on time Once the order is placed; ensure it is

conveyed in time to the concerned department

with tentative time limit for delivery. Ensure

the material is delivered in time, as committed

to the customer. A satisfied customer always

comes back with multiplication.



5) Safety of material The goods should be adequately packed. The

packing should not be dirty, damage or in a shabby condition.

Even though packing is of no use for the usher once it is

unpacked. Packing is always thrown in the dustbin. But nobody

likes to buy a goods in damaged, dirty and shabby packing. So

packing matters. For example, we throw away the packing carton

of the shoes as soon as we remove and start wearing the shoes.

But no one is ready to buy shoes whose carton is torn or dirty.

6) Instructions for unpacking and

Installation In case of electronic or

functional articles, instructions for

unpacking the goods and installation of

the goods/equipment should be written

in English and in regional language.

Customers always feel happy to see the

instructions and guidance on the

packages. This gives a confidence in the

company and the product they buy.

7) Quality of the product Quality of the product matters most. The

product should have an aesthetic look, good finish and functions

as desirable. Functionality of the production is must and should

perform as per the literature and claim of the company.

8) Take feedback - If you are a retailer, take the feedback of the

Happy and as well of unhappy customers. Happy customer



motivates and encourages

improving more and unhappy

customer leaves a lesson to be

learned. In both the cases

organization is benefited.

9) Call Back Once the product is delivered, call the customer and

enquire, if he is facing any problem with the product. If he is

satisfied, then say word of thanks for purchasing the product. And

in case he is facing any problem, extend after sales service to the

customer. Resolve the problem.

10) Intimate the Sales - Take your customers email, whats-up and

facebook information. Intimate the customers of special occasion,

inaugurations, special product launch or Special offer sales. This

special invitation and information makes him feel special.

Walt Disney said it best, Do what you do so

well that they will want to see it again and

bring their friends.

For more articles on Customer service, Customer Care, Improving

productivity, Capacity Utlisation, 5-S, Kaizen, 6-Sigma and other

Re-Engineering Articles and Tools, visit us on

www.scm-re-engineering.com



About author

Rajinder Singh Mann, B.Sc., PGDCS, MBA, MPhil. Having Experience of 25 years

in S&OP, Education, Logistics, SCM. Has worked in diverse industries like

Publishing, Fasteners, Paints and Varnishes, Food Processing, Education and

Training, Steel wares and Table-wares. Presently associated with Ceramics

Industry heading Supply Chain Department.

Notice of Rights: All rights reserved. No part of this article may be reproduced in any form without the written permission of the copyright owner. For getting permission for reprints and excerpts, contact online to www.scm-re-engineering.com to send a message via the website.

Notice of Liability: The information contained in this Article and on the accompanying website is distributed on an as is basis, without warranty. Every precaution has been taken in writing this article, the author shall not have any liability to any person or entity if any damage or loss has been caused directly or indirectly by any contacts of this article.

For additional information contact: Online: www.scm-re-engineering.com

care for your customer, customer will care for you

Documents