Last week I mentioned that business owners must do the “right thing” in relationships with others. It doesn’t matter whether the other person is a prospect, customer, client, family member, or friend, every relationship should be treated as we would want to be treated. The “right thing” may be different as per the situation, but it must be honorable, ethical, and professional, never less than the other party is due.
The “right thing” is best described as what anyone would do when no one is watching, the actions they take at any one time. When a sale is made, how is the contract fulfilled? Is the buyer satisfied? Does the buyer get what they expect? Is the quality, quantity, color, size, or whatever the same as represented in the purchase? Is the delivery on time, to the satisfaction of the buyer?
Client satisfaction means that the client is happy with the buying experience as well as the completion of the process of the purchase. They found the buying process as they expected that process to be. Client satisfaction leads to client loyalty. If a client is satisfied, the client may be loyal. However, client satisfaction does not guarantee client loyalty. Loyalty is a result of satisfaction with the buying process plus a lot more.
The “right thing” includes the actions we take in the process of conducting our business and personal lives. It involves the marketing, sales, delivery of products or services, and follow-up. It also involves our interface with those with whom we do not have a client relationship, including prospects, family, friends, neighbors, and strangers. How would others describe your actions toward total strangers? Are you proud of all that you do, and are your family or friends also proud?
We all should conduct our business and personal lives in a manner that reflects well on us, in a manner that inspires loyalty. That includes honest, ethical practices that treat everyone in a manner that we should want others to treat us. Treating others as we want them to treat us is a great philosophy. Would it be better if we treated others better than we expected them to treat us? Do the “right thing” at all times; do whatever is right, or correct, in every step of our business and personal lives.
This ongoing philosophy includes thanking people for their business, for their help, for their contributions to your life. Everyone likes to be noticed, all of us. We all like to be appreciated for whatever we do, especially for whatever we do for others. How about we thank others for their part in our lives, not just their initial contribution? What about their referrals, their advice, for their continued support? We must show this appreciation over and over to retain their loyalty. If we appreciate others, they will appreciate us, our business, and our future.
We must think about how we can show our gratitude to others. What can we do to say “thank you” to someone each and every day, maybe multiple times per day? How does that action make others feel, about us, and about life? How does that action make us feel about them, about ourselves, and about life? How do we feel when they thank us for thanking them?