Putting Customers First
5 Jun 2012
5 Ways to put Customers First
The best businesses find ways to delight their customers. If you can achieve this then your business is bound to grow and succeed.
If you can do this better than your competitors you will seem different, you will sell more to your existing customers and have the chance to win new and better customers.
Try their shoes on
It is hard to know how a customer sees you until you find a way to stand in their shoes. If you want to help them be better then you could try going for a walk in their shoes. Find out about their business, what they need to help them be better and how you can help them look good. What do they think about you and how do they think that you could better help them?
Look in the mirror
Why does your business exist? Are you there to help your customers achieve what they want? or; Are the customers there to help your business achieve what it wants? Do you work for them or do they work for you?
It should be the first but with most law firms it is the second.
In lean production any resources spent on anything other than the creation of value for the customer are seen as wasteful and something which should be removed. If it adds value for the customer do more of it. If it doesn’t add value get rid of it.
Anything which could cause the customer to be unhappy should be thought of as a defect and reduced or eliminated. You need to reliably impress which means you need systems to ensure the quality of what you deliver.
You need to record and benchmark what you do. It is important to know how you are doing and that what you are doing is getting better.
Better means doing more of what the customer values and doing it more of the time.