What Customers Really Want!

Cus­tomers, either you really love them or you really hate them!  They are your salary, your organisation’s profit.  You need them to sur­vive! Yet cus­tomers are the peo­ple that give you the pain in the neck most of the time.  After meet­ings and meet­ings but they just give you new require­ments, new ideas and what do you know, new trou­bles for you to solve!  It does not apply only to the buy-and-sell rela­tion­ship.  Any­one can be cus­tomers to you.  What do your cus­tomers really want?  Are they always giv­ing you prob­lems?  How do we address their prob­lems and deliver what they really want?

1. Com­mu­ni­cate effec­tively – Be clear and con­cise of the things you are com­mu­ni­cat­ing.  This way you avoid mis­align­ment and mis­in­ter­pre­ta­tion of goals and objectives
2. Be approach­able – Allow your cus­tomer to approach you.  Your cus­tomers want to be involved and be updated of the progress of their deals.  What they do not want is his sales per­son is unap­proach­able and not reveal­ing any­thing after the sales deal is done. J
3. Get them involved – Get your cus­tomers involved in the things that you do.  Keep them in the loop.  They want to know what they are get­ting along the way and not just the end product.
4. Build a sea­soned team – Your cus­tomer wants to be con­fi­dent in your team.  To do that, you will need to have a strong expe­ri­enced team that deliv­ers con­sis­tent results.  Their con­fi­dence may be slightly shaken if they see your team com­pris­ing of young inex­pe­ri­enced staff.
5. Antic­i­pate their needs and wants – Be always ready of their new needs and wants.  Your cus­tomers will be delighted to know that you are always look­ing out in their interest.
6. Ensure good work – Nobody wants to accept a crap piece of work.  Deliver some­thing worth­while that both you and your cus­tomer can agreed that it is good work!
7. Keep your promises – What­ever promises you made to the cus­tomer should be hon­oured.  What cus­tomers are look­ing up in you is your integrity.  Once you bro­ken the promises made over and over again.  They loose con­fi­dence in you and will be con­sid­er­ing another com­pany to address their needs in future.
8. Exceed expec­ta­tions – Deliver more than what you had ini­tially promised to your cus­tomer.  They will be delighted and will be keener to fur­ther any new busi­nesses with you.  Not exceed­ing expec­ta­tions will put you like any other com­peti­tor in the mar­ket.  Even­tu­ally, your cus­tomer will look for bet­ter alter­na­tives in future if you are not able to win their heart!
9. Meet their goals – Last but not least, deliver what they want and meet their goals!

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