25 Jul The Face of your Company
Have you recently thought about how your customers, suppliers, business partners and staff view your company?
While change is constant there are certain things that should seldom change.
As a rookie salesman in the 1980s I soon became aware of the tone of a company when I registered at the security gate. If the guard was courteous, the receptionist polite and helpful, then my prospect or customer was mostly welcoming and interested in receiving me.
However, when the executive was late for the appointment, abrupt and impatient that set the general tone for the rest of the staff at the customer.
Business systems were often manual or deployed on mainframe systems in the IT department or a bureaux. Data was captured and shared through printed reports for orders, stock, and accounts payable and receivable. Computers were a mystery to many.
Business was conducted on trusted relationships that had to be earned and maintained by suppliers. Customers trusted the knowledge and insight of their suppliers and gave of their time to ensure that their company gained the benefits from these interactions.
The rapid technology advancement since the 1980s has improved the way business is conducted today. B2B systems have simplified order processes and reduced delivery times. Knowledge of computer systems and software is no longer the domain of a select few. Relationships are largely transactional.
There are fewer opportunities to engage with prospects and build trusted and long-term relationships.
Many consumer interactions are being redirected to self-service sites where a form must be completed, or boasting the latest bot with a friendly name that eats up hours of your time, when the problem can be resolved by talking to a person who is competent.
The point of sketching this is a reminder that people value quality interaction and service, and they are willing to pay for it.
Customer relationship skills provide the foundation for delivering quality interaction and service to customers. Businesses that invest in employees by equipping them with the necessary skills will continue to support existing customers and add new labels to their customer base. These skills and behaviours include but are not limited to:
· respect and value
· expert product and industry knowledge
· communication and responsiveness
The way your business is viewed can be tarnished by not attending to the little mistakes that often are not noticed by employees, but are visible to your customers and suppliers for example, poor e-mail etiquette.
When employers set the standard for all their employees by demonstrating these skills in all their interactions with staff, customers and suppliers, the business and brand will grow, be respected, and maintained.
Brian O’Neill