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sexta-feira, 20 de julho de 2012

Customer Convenience Sells

Posted by: Steve Marr in Getting and Keeping Customers on Jul 19, 2012
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Customers want convenience. Customers will pay for convenience. Walk through the supermarket and you will see foods packaged for convenience, including still-hot, roasted chickens ready for the table.
Drive-through windows emphasize customer convenience. Starbucks, banks, drug stores and many drycleaners employ them. These conveniences pay off. The average Starbucks with a drive-through has average daily sales of $5,500 compared to $3,500 for locations with no drive-through.
If I were starting or building a business where customers come and go quickly, I would look for a location that would allow a drive-through window. Increased customers would offset higher rent. I have talked with many business owners who have increased sales using drive-through windows.
Drive-through windows aren’t the only way to offer convenience to customers. A contractor should offer evening and Saturday appointments for bidding jobs. A wise dentist will offer evening hours to accommodate patients’ schedules. I set appointments with clients in the east as early as 5:00 am because it is 8:00 am their time. While I prefer to start appointments later, I schedule to accommodate my customers. Sometimes a client needs to change an appointment. While I can’t always meet a specific time request, I can offer options. Yesterday, two clients asked me to reschedule their times. I had blocked time in a few days for writing. I was able to reschedule both appointments into that time slot, and use their original appointment times for my writing.
Customer service is an attitude. It is a trap to believe that our products and services are so wonderful that our customers exist to serve us. Instead, we must understand that we are servants to our customers. The Lord said, “The Son of Man did not come to be served, but to serve, and to give his life as a ransom for many." (Matthew 20:28, NIV) We need to follow the Lord’s example and serve our customers.
In addition, we need to adjust to their needs with a good attitude. Paul reminds us of this when he wrote, “Do everything without complaining or arguing.” (Philippians 2:14, NIV) Meeting a customer request with grumbling kills any goodwill you may have earned.
Look for new and innovative ways to sell services to customers. Capitalize on customer convenience and watch your business grow.

Steve Marr, Your Christian Business Coach

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