How To and The Importance of Developing Friendly Attitude Towards The Customers
All companies and individuals who provide great service have a genuine customer-friendly attitude in common. By customer-friendly attitude, we mean they view their customers as the most important part of their jobs and have a sincere appreciation for the way their customers do business with them.
We don’t mean viewing your customers as interruptions to your work routine for which you have to paste on a false smile, all the while wishing they’d just leave so you can get on with your work. For you and your staff to be able to understand how to create a customer-friendly attitude, you all need to step back and take a look at what you do during the workday.
Imagine a busy Monday morning at the office when suddenly Oprah Winfrey shows up and announces she’s doing a special on “A Day In The Life Of The American Worker,” and she wants to follow you around with a camera for an entire day, videotaping everything you do (with the exception of a few personal moments).
At the end of the day, Oprah invites you to view the tape. As you watch, you notice that you’re resourceful under pressure, productive, efficient, and good looking. That’s probably the reason they picked you.
However, seeing yourself on the video confirmed your suspicions: A day at work is rather like a trip down a raging river. After you walk in, everything switches into high gear and is a crazy and fast-moving whirl of doing this, that, and the other thing until you leave for the day.
The tape demonstrates how surrounded and submerged you are by ringing telephones to answer, e-mails to read and write, paperwork to process, meetings to attend, problems to solve, fires to put out, and so on.
(We, of course, recommend that you show the video to your boss, point out all that you do, and ask for a raise. If you’re self-employed, take yourself out to dinner — you deserve it!)
It pays to please
Customers love and cherish companies that treat them the way they’d like to be treated. In fact, some consumers will even pay more to obtain those kinds of services. Here are some survey statistics proving the point:
- Consumers spend up to 10 percent more for the same product with better service.
- When consumers receive good service, they tell an average of 9 to 12 other people about it.
- When consumers receive poor service, they tell up to 20 people about it.
- The likelihood that customers will repurchase from or patronize a company whenever their complaints are handled quickly and pleasantly is 82 percent.
- When service is poor, 91 percent of retail customers refuse to go back to a store.
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