The Customer is Always Right!

Businessman, Ray Kroc once said, “If you work just for money, you'll never make it. But if you love what you are doing, and always put the customer first, success will be yours.” This quote personifies the attitudes of our employees here at Peak-Incorporated. We are very passionate about what we do and our number one goal is to please our clients. 

While we strive to obtain sales for the companies we represent, we believe that sales are not just something to pursue. We believe that sales are what happen while we are immersed in serving our customers. 

No matter the profession, companies in all industries must understand that their customers are their most valuable asset. Improving the customer experience is essential to the success of your company. In order to build trusting relationships, you must view sales models in terms of relationships as opposed to transactions. Here are some areas to focus on in order to foster, sustain and improve customer relationships.  

Communication: Listening is just as important as talking. Pay close attention to your client’s needs and be sure to address their concerns. Learn how to read your customers. Pay attention to their body language and facial expressions. Do they seem confused, uninterested, preoccupied or bored? Once you learn to read into your client’s non verbal communications, you will be able to adjust your approach in order to give them the best experience possible. Not everyone responds to the same approach; some people are visual learners, and some respond better to structured explanation. Some people like to get right down to business and some prefer a more personal and friendly approach. Perfecting your ability to pick up on subtleties in your clients’ demeanor will prove to be one of your most valuable capabilities. 

Efficiency: Always respect your customer’s time. Always be on time for appointments or phone calls and always respond to emails in a timely manner. Come to your appointments prepared for any questions and organize your information for fast and effective communications. Again, pay attention to your clients’ body language. If they seem to be rushed or in a hurry, ask if they would prefer to meet at a time that is more convenient for them.

Flexibility: Always make time to address your client’s concerns or complaints. No matter how great you and your fellow employees are at getting the job done, complaints are pretty much inevitable. Sometimes, things just do not go right and your customers may be unhappy with your services. Set aside strategies to address the issues and rebuild your relationship with your client. All employees should have basic training in customer service no matter what their position may be. There should be standard protocols for how to deal with specific issues to ensure consistency in customer service. 

Networking: Be sure to network with whoever you can, whenever you can in order to build a vast network of contacts. Contacts are people you meet that may at some point turn into valued customers! Your network includes colleagues, professional acquaintances, partners, contractors, suppliers, people you’ve met through school, prior employment, your neighborhood, friends and family. Networking is a long-term investment and you should always value your relationships. 

Rewards: Reward your loyal customers, and they’ll reward you too! Your most profitable customers are repeat customers. On average, repeat customers spend 67% more than new customers! While attracting new customers is extremely important, maintaining relationships with your current customers is an absolute necessity! Show your clients how much they’re appreciated and you can almost guarantee you’ll have their loyalty for a very long time!

Loyal customers can also become your best sales people! If your customers value your services and are truly pleased with their relationship with you and your company, they will recommend your services to others. If they are unhappy, you can bet your boots other people will hear about it! It may sound like a cliché, but you need to ask yourself not what your customer base can do for you, but what you can do for your customers! Be attentive, be patient, be loyal and most importantly, BE YOU! Always take the time to personalize your approach with your clients and you will create long-lasting, trusting and valuable relationships. Remember, the customer is always right!  Happy Sales!