Manufacture Your Day by HELPING YOUR CUSTOMERS TO FIND SOLUTIONS FOR THEIR PROBLEMS
Have you ever noticed how many times your customers (internal and external customers) don’t know what they want?
Is it their job to know what they want?
Most people know what they don’t have, don’t like and don’t want, and this is how they communicate. Complaints, frustrations and high levels of stress often get the best of them.
How can you provide creative solutions so your customers can stay ahead of the game?
Here are a few tips on how you can help your customer:
- Become your customers’ ally (if you help your customer to be successful, you’ll become more successful)
- Demonstrate regularly your customer appreciation
- Keep your promises and have a moral compass (be honest, be reliable, be respectful to the customers’ needs)
- Avoid making assumptions (what’s important to you may not be important for your customer)
- Choose open-ended questions over statements
- Listen to get a good understanding of your customers’ challenges
- Ask for their expected outcome
- Co-create innovative customer solutions
- Make it easy for your customers to do business with you
- Front-line employees have to understand who the customer is and how they can contribute to an excellent customer experience
Of course, most customers look for excellent quality in a product, on-time delivery and the best possible value (price, cost) of the overall customer service experience.
What would it be like if the employees in your company were so creative and innovative that you could make a product that nobody else could make? How relevant would the price be?
Truth be told, it’s quite common that customer service is pretty bad and the concept of internal customer service within most companies is, based on my observations, next to non-existent.
How can management speak about manufacturing excellence and world-class manufacturing when the employees within their organization work against rather than with each other?
I recommend getting as close to your customers as you can to deepen your understanding of their needs.
Fact is: If management and employees don’t discuss their customers’ experience of doing business with them, chances are that they also won’t think about how to serve them better.
FOOD FOR THOUGHT:
“We don’t want to push our ideas onto customers, we simply want to make what they want.” – Laura Ashley
How do you help your customers to communicate what they want?
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