Solve your customers' problems

Have you ever wondered why some businesses succeed while others fail?  One of the principal features of a successful business is its problem-solving ability.  Businesses that are started with the goal of making money have far less chance of long-term survival than those that were established to solve customers' problems.

Assume there are three or four competing hardware stores in your shopping area.  Suppose that you need a special plumbing fitting for your current project.  Which store would you stop at first?

Store clerks can make all the difference.  If a store does not carry the item you need, does the clerk offer to order it or to direct you to another local source?  Sometimes that may mean sending you to the store's competitors.  But the next time you need hardware, you will probably return to this store because you will remember the clerk who solved your problem.

If there is one secret to staying competitive with large retailers and your other competitors, it is outstanding customer service and product knowledge.  There has to be more than just lip service paid to a problem.  A nice sounding company slogan is no substitute for going the extra distance to satisfy your customers.

Many business owners don't take the time to train their employees in customer service.  This includes training your staff to be knowledgeable about your products and services.  What business do you enjoy dealing with the most?  Analyze what they do that keeps you coming back.  Maybe you can employ elements of their customer service in your business.

One happy customer will produce more new business than any other form of advertising.  The reverse side is that a disgruntled customer can spread negative advertising very quickly.  Spend some time and money on developing the best customer service in your market area.  The rewards will come back to you many times over.