How is your Customer Perception?

As a business owner, one of your first priorities should be customer satisfaction.  This is a very broad area.  It is not just … for the customer to get my product/service TODAY.  Yes, the customer is usually interested in something you have, or they would not be there, but creating a communication with the customer is very important to know how they feel.     Hopefully, they will not leave your business without having made a transaction.  But, the real questions a business owner should want to know are:  Was the customer’s experience in my store a pleasant one?  Will the customer come back again?  Was there customer satisfaction with the entire shopping experience?  Will this person recommend the business’s services to another?   Receiving the answer to these questions are sometimes very obvious.  Though keep in mind, in this modern day setting, having a courteous smile returned from a customer doesn’t always mean their experience was a positive one.   Most local business owners have their own unique ”saying” to invite the customer to share their experience.   Training of your employees in public communication is very important .  As your employees , they are a strong reflection of your business and “you”.  If there is communication training  or other employee training provided in your region, encourage your employees to attend.  Help pay for their training, if possible.  The long term, positive impacts on your business will far outweigh any short term costs.  The type of service given is always remembered by the customer, especially if it is negative.  Think of the service satisifaction issue “you” personally had as a ”customer” at a business other than your own.  How did that business react to “your” issue?  If they did not react in the best way for you as a customer, I bet you had several “ideas” you were ready to suggest to them … “That they should have done”.  These are the same answers you can implement in your own business, either by you personally or by instructing your employees, which will improve customer satisfaction.   The Kansas Small Business Development Center has classes throughout each year that cover many areas of interest for businesses, including customer service.  Also, the E-center located in the Fischer building of Phillipsburg, Kansas has periodic classes for different business development activities, if enough businesses have a particular educational interest. 

Posted by Jeff Hofaker – PCED Director