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?
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