97. CARE About Your Customers

It is human nature to want to be noticed and recognized by others. We all want to hear a word of encouragement, to know we are needed, and to know others care for us. How do you show your customers you CARE? By communicating, acknowledging, responding, and encouraging them. Do these every time you talk with your customers. Reinforce customer care when you train, hold meetings, or resolve conflict with your coworkers. When you demonstrate that you care for your customers, you motivate your coworkers to care for them.

• C-ommunicate openly and honestly with each customer. Communication is the foundation on which strong relationship are built. Listen actively to the person with whom you are communicating. Focus solely on that person, and shut out everything else. Show you are interested in communicating with that person only. Think before you speak, and choose uplifting words. Words, once spoken, can never be taken back, so think before you speak, and ask yourself how will what I say sound to my listener? Ask good questions. Maintain a cheerful and enthusiastic attitude. Be aware of your nonverbal communication, and maintain an open, relaxed, and confident demeanor. Ask yourself: am I doing all I can to communicate clearly?

• A-cknowledge what your customers are saying to you. Stay tuned in, and stay interested. Show compassion for them. Watch for nonverbal signals that might not match what customers are saying. Acknowledge what you pick up from the nonverbal signals. Ask yourself: do I acknowledge each customer and give individual attention?

• R-espond to customer needs. Give customer problems top priority, and handle them immediately. Find the right solution for each customer. Show and tell your customers that you appreciate them. Thank them for doing business with you. Ask yourself: am I responding to each customer’s needs?

• E-ncourage customers by demonstrating that you value them. Tell them they are important to you. Respect their decisions, even if you do not agree with them. Respect cultural differences by being tolerant of all customers.