“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.” -Ray Kroc
Customers have access to far more information now than they ever have - product specs and pricing on your website, customer reviews on the Internet, as well as an army of recommendations from their social media friends and family. Your ability to build a relationship with the customer is your biggest competitive edge in the information age. At RMI, their culture is founded on creating value, listening, asking questions, and giving attention to every touch-point of the customer experience.
Here are 5 steps you can take to build a safety culture that is CUSTOMER FOCUSED.
5 STEPS TO BUILDING BUSINESS THROUGH RELATIONSHIPS
- Create Value
Customers want to know what you can do for them, either by solving their problems or helping them capitalize on new opportunities. To give value, you must first understand what your customers truly want. Listen. Ask questions. Do your research.
- Facts and Benefits
Facts and benefits do provide value, but many service/sales professionals rely too heavily on “just the facts”. Increase value by building your facts and benefits into a story where your customer is the hero. How will your facts, benefits, and ultimately your solutions, help your customer win the day?
- Qualifying Questions
Be sure to handle qualifying questions with care. It is tempting to qualify the customer right away. It is important to not ask too many qualifying questions up front or too early in the process, which can be off-putting to customers. That said, you don’t want to waste your time or the customer’s time on a product or solution that might not be the right fit. Take the client’s perspective and frame your questions in a way that will help answer the customer’s questions as well as answer your qualifying questions.
- Gaining Commitment
You need to ask for the businesses. When you are successfully building a relationship, it will feel more like a request for partnership than a “will you buy something from me” moment. Whether it is by asking direct questions or by asking the customer to select one or two options, use a method that feels natural.
- Follow‐Up & Customer Relationship Management
The follow‐up process is a critical factor in the customer experience. It is much easier to retain and grow existing customers than it is to find new ones. Follow‐ups and check‐ins are a perfect time to identify future opportunities, gain referrals, and catch challenges before they become an issue.
Building business through relationships is a long-term cultural strategy that takes time and commitment, but it will go a very long way in laying the foundation for sustainable business and growth.
RMI’s dedication to the customer experience and commitment to building business through relationships, not only sets them apart, but is an integral part of their Culture. Tune into our blog in the New Year as I partner with RMI to highlight what it is about their culture that clearly sets them apart from the competition.