Have you been disappointed by the lack of customer service lately? Has it affected your decision to buy from this place of business again?
Have you ever decided not to buy a product or service because of the reputation of the organization?
I recently ordered some workout gear from an organization that I often do business with. I ordered the products and received the shipping information and for a week with no shipment info. When I reached out to this organization, they informed me they would ship out a new order for me. A week later nothing. I tried to give them the benefit of the doubt, but after weeks of trying to figure out why my products were not shipping, I reached out once more to find out that the replacement order was never placed. This was exhausting follow up that was very discouraging.
If an organization builds a reputation of poor customer service, unethical practices, bad quality, etc., they are not going to be the organization with the large value proposition to customers. Organizations often try to cut corners to save a few dollars, that end up sacrificing millions in the long run. Truth be told that if organizations are not providing exceptional value they are a commodity. There are other options to buy similar products and services.
With the onset of Millennials in the workforce we are seeing a trend of them working for organizations that align with their values more so than just to collect a paycheck. This same demographic is also the largest demographic of individuals in US history. This demographic of individuals stive to work for organizations that align with their personal mission statements. Millennials want to make sure they are going to help society by working with and for these organizations. It is imperative that organizations recognize this and make sure they are selling themselves as well as their products.
These same Millennials are also purchasing products and services from organizations. If the organization does not align with the Millennials goals, guess what, they won’t buy from these organizations. Again, the largest demographic in US history means the largest buying power.
How do organizations make sure they are selling what makes them unique to the customers? Organizations should use the same process they use to sell their products and services correctly. They answer the needs of the customer. What does the organization offer that will help the customer “WIN?”
When we look at our organizations whether they are for profit or non-profit, we need to see what we do well. Do we offer online SEO plans to help customers get quicker growth on the internet marketplace? Do we have solutions to handling ecommerce for the customer’s products and services online? What does our organizations do to enable personal growth of our customers? Do our organizations donate a large part of our profits to help society? Each of our organizations offer solutions that are vital, but it is up to us to define those game changer answers to the customer’s needs.
What does your organization do well to help the customer? It just may save your organization in the long run.
Put your answer in the comments below in this blog as I love to hear how organizations answer the customer’s needs.
Have a great day!
Sincerely,
Kevin Sidebottom
“Businesses wonder why the majority of their sales teams struggle at winning profitable business. I teach your sales team to walk with the customer through the five buying decisions, and in the correct order to generate more sales with high margins!”