Some time ago, I posted a poll on my social media page asking business owners “Who is the hero of your business? You or your customer?” It surprised me that half of those who participated did not vouch for the latter.
For the longest time, we’ve been so accustomed to seeing “About Us” sections on websites reading things like “our company has been the industry’s pioneer,” or “we are committed to providing only the best,” or “our product solves problems and reduces costs.” Although there may be truth to all these, shining the spot light on your company instead of your customers is a huge mistake. You can tell these stories with as much zeal and confidence as you’d like, but it will not make customers like or trust you.
The New Year is upon us and it’s time to reflect on things we can improve. In wanting to improve your business, one of the important things to think about is, how genuine is your connection with your customers? It’s time to stop thinking B2B or B2C and start thinking of H2H (Human to Human).
All businesses are ultimately the same. We all deal with humans. Whether we are in a B2B or B2C environment, we interact with other people. Your products and services interact with humans.
Many businesses invest a lot of time and money trying to attract new customers, but do not pay much attention to those they already have. Delighting your customers can become your competitive advantage. Competitors can copy your products, lower the price or offer similar benefits; but they will not be able to copy the experience your customers have when buying from you. Making customers feel delighted and pleasantly surprised is the responsibility of everyone, not just that of the salespeople or those at the forefront.
How many of you went into a shop and were so annoyed at the salesperson who kept chasing you around trying to sell you? I’m sure this has happened to many of you. I’m one of those people who leave the shop without buying to avoid this salesperson.