Is Gratitude Part of Customer Loyalty Attitude or Just a Holiday Smoke Screen?
Posted by admin at 10:42 | Filed In Customer Service Tools
During the holiday season, there is a sense gratitude from the people in the stores to the customer service representatives. Boxes are placed for food drives to warm clothes. Businesses appear to have a strong demonstrated belief in gratitude that they want their clients to see. Yet, it this really true or just a Holiday Smoke Screen?
In business, gratitude should be celebrated every day not just during the holiday seasons. For without customers, the business would not be open to assist those who are buying their products or services.
Yet, I believe that many businesses truly do not consistently demonstrate gratitude towards their clients or their employees. How do I know this to be true? Because the majority of businesses lack a written strategic plan in which a values statement is an integral component.
The other day in working with a new business coaching client using the Triage Business Strategic Growth Action Plan solution, he and his office manager constructed this very simple, but powerful values statement: We welcome everyone. For their values include educating everyone from suspects to prospects regardless if a sale is made.
Even though this belief of welcome was understood between the two of them, by committing it to words and hanging those words on a wall will not only communicate to their clients their values, but more importantly will reinforce those values between the two of them as they conduct business day in and day out. An additional benefit is that when a company has a written vision, values and mission statement, the decision making process is streamlined and simplified.
To secure customer loyalty is to understand that such an approach is really a continuum from the strategic plan to the daily actions of all employees in all interaction. By embracing this understanding, businesses can begin to retain those lost consumers. Did you know that a 5% increase in customer retention can increase profits anywhere from 25% to 100%?
And the best thing is that when gratitude is authentically practiced consistently, the business can develop a culture of high performance where it is much easier to retain existing customers both internal and external. So, why not make sure that your business demonstrates an undeviating gratitude attitude especially if you want to increase sales and your bottom line?
So how does your business practice gratitude? Visit http://www.processspecialist.com/customer-loyalty.htm and download the attitude survey along with the Customer Loyalty Audit.
Would you like to increase sales?
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