This is a funny video and it conjures up various feelings in everyone who watches it. However, it also highlights some major flaws in true, reliable, customer service. As a business owner, are you truly meeting the needs of your customers? There are tons of blog posts and articles on the Internet from business men and women going on and on about nightmare clients and their sometimes ridiculous demands. Many of them are valid rants. However, there are also many of them that may be the direct result of failures on the part of the business owner. This shouldn't be a shocking revelation, but business owners and upper management aren't always innocent. Failure is a part of every occupation, every business, and every person. To deny it would be ridiculous. Knowledge and implementation of knowledge is what reduces the frequency of those failures. As people who are heavily invested in the success of our own companies, we need to make sure that we are doing all we can to properly meet the needs of clients (our customers).
How is your company using the Internet to its advantage?
"The Internet is becoming the town square for the global village of tomorrow." ~Bill Gates
Using Mr. Gates' quote as a focal point, what part of the 'village' are you gearing your products and services to? This is an essential element to consider when creating your marketing and advertising plans. Make sure that your website operates in a way that your customers will "get it" and understand why they should choose to use your services or purchase your products. If customers can interact with your site in a positive way, then your website will be successful.
What's being said about your business on the Internet? Have you looked at Yelp and other review sites to see how people gauge their interaction with your company, your employees or how they perceive the value of your products/services? If you're not checking for those "word of mouth" referrals or unfortunate negative reviews, then you're missing a critical component of being able to provide the "right stuff" to your customers. If you're not listening to them and unwilling to take a look at your internal policies/procedures and quality control standards, then you should just stop reading this article right now.
David Ogilvy, who is considered by many to be the father of modern advertising, always stressed the importance of the "BIG IDEA". He always capitalized those two words in order to make them stand out. Are you doing your best to ensure that your company's customer service, reputation, and quality standards are an integral part of America's economic, political, and social life? What is the BIG IDEA that drives your business? By listening to your clients, understanding their wants and needs, and adapting, you are better able to refine your customer service procedures and better produce the products and services your customers desire. In doing this, you'll be able to convey your company's BIG IDEA in an easier, more effective way.
This isn't an easy task. There isn't one tried and true formula to achieve this - it's more of a mindset and method of operating. In some ways this might seem a bit obtuse and nebulous. The beauty of it though is that this method of operating is one of the major facets of what you'll see when you study the successful models of companies such as Amazon, Dropbox, Google, and others who do a great job of listening and interacting with their customers.
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