As technology advances, the economy improves and business picks up for your customers, look for their demands to also increase – but constantly ask them what else they want – says Eric Wessinger, president, Richards Supply, Waco, TX, in Are You Meeting Customers' Service Needs?
Missed service opportunities can be easily remedied with communication. Knowing what services customers want and then deciding how – or if – you want to meet those demands is the first step. And that begins by simply asking.
“We try to tailor a program for each one of our customers and really try to make sure that we’re filling all the needs and holes that they have as much as we can," Wessinger says. "If we’re not asking, we’ll miss out on opportunities.”
Communication can do more than raise profits in the short term; it can increase trust. And trust makes for a loyal customer.
“Eventually it comes down to product, and we want to see sales in that category increase. But it really started with just helping the customer,” Wessinger says. “If we can be more than just a place they go to buy things, then eventually we feel we’ll earn that business, as well.”
Read more about how to handle customers' growing demands in Are You Meeting Customers' Service Needs?