New business ventures need to factor in a whole new set of core values in to their business plans. Unlike older models of success which focused on the financial aspects and the bottom line, modern enterprises need to build on a strong foundation of customer satisfaction if they hope to last.
Customer Satisfaction — Rising Above the Crowd
The modern business landscape is characterized by endless possibilities. Consumers are faced with a myriad of choices when they decide to contract products or services. Brand development and aggressive marketing are therefore essential for target markets to become aware of new companies. This is an important aspect of business growth, but in order to promote consistent development, you need to answer the question, what happens after the initial transaction is concluded?
Given the difficulty in attracting new customers, retaining customers therefore becomes a prime imperative. Return business is the key to an enterprises continued existence. How happy a customer is with the company’s service is now crucial to survival. In order to rise above the crowd, you have to make sure the customer is so satisfied with your service that they continue to come back for more.
Customers Must Be Serviced from the Top Down
Ensuring complete customer satisfaction is not only the concern of the sales and marketing arm, but of the entire company. Everyone, starting from management to production, must be ultimately concerned with the customer’s experience. It is only through this holistic, concerted approach that true consumer satisfaction can be achieved.
Does this mean that every single department should interact with an individual client? Absolutely not. But this does mandate an examination of how each employee contributes to the consumer’s perception. Management decisions highlight core values for the company as a whole, so their outlook on clients will color everyone’s actions. Production and delivery directly affect client response by meeting expectations. Ancillary staff should also realize that they play important roles, as equipment failure and scheduling errors can rock the boat.
Define this Core Value Clearly
Customer satisfaction must be clearly defined as a core value so that everyone understands exactly what they are working for. Consumer expectations are multifaceted and include product quality and value for money, interactions with sales personnel, and even perceptions of how a particular company should present itself. Money spent on gathering information on customer satisfaction and expectations is therefore well spent.
It is only after all these variables have been clearly outlined that a clear policy on consumer satisfaction can be formulated. An appropriate policy at the core of your business can do nothing but ensure a strong and long lasting business life.
Image One Janitorial Services, Inc. provides commercial cleaning to businesses across the Greater Orlando / Central Florida area.
