Shining a Light on Customers
by Lois Melbourne
Silver Lining
I have always been proud of our customer service, as well as our customer relations in general. My staff, who requires no urging from me, always put the right foot forward – the best part of every day to our customers.
Most people think the “silver lining” in life must be on the inside, a reminder that even in bad events there can be found a good part. Looking at a cloud earlier today, cloaking the hot sun for a few minutes, the beautiful silver lining surrounded the outside of the cloud. Are we, in the business world, making sure that the silver lining is (as in nature) visible to the outer part of our business? Are we making sure that the good part of any problem, bad event, or challenge is actually the customer-facing silver lining of the cloud?
It’s not always easy. Working through cost cuts, limited resources, software redesign, and an untold number of other issues, can take its toll on staff at all levels. From the top down, make sure your customers – internal or external – see what you CAN do for them rather than what you can’t. Make every attempt to provide the client with the:
- best products for their business needs
- best services in support of those products
- best attitudes throughout the cycle, from prospect to new customer to returning maintenance account
- best communication and solicitation of customer input
- best plans for improvement and innovation
And don’t forget to expect that same silver lining treatment from your vendors – as a software vendor, Aquire can take the heat while still shining the light on our customers.
Cheers,
Lois
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