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1 " Do you act the same in society as you do in private? Do you speak to everyone the same way?" " No, no quite," I replied, wincing. " Of course. No one does. You put on one disguise for society. You put on another for your sister. For your parents. Your customer the other night." I felt my face warm. " But what about in private? Anyone can be themselves then without--ah! Ow!-- without putting on an act." “We do not remain the same each minute to the next. Every word you hear, every sight you see, every smell, every thought you have, every moment—it all changes you. We keep putting on mask after mask, layers over layers. That’s how one grows. "
2 " Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away. "
― Marilyn Suttle
3 " Asking the appropriate questions means understanding exactly what your customer is trying to achieve "
― Chris Murray , Selling with EASE: The Four Step Sales Cycle Found in Every Successful Business Transaction
4 " Earning the Right is a commitment to be the sales professional that your customer really needs "
5 " Conquer your customer as you would a woman "
― Bangambiki Habyarimana , The Great Pearl of Wisdom
6 " Avoiding Chargebacks" Depending on the type of business, the frequency of charge backs will be higher for some businesses and more difficult to defend. Learning15 the proper way to handle a customer chargeback will help the owner and reduce the frequency. Having to pay charge backs can be very costly to the business owner resulting in losses. It could also be very discouraging to a new business owner knowing that he has to pay a penalty, as well as refund services rendered.It would be a good idea to be aware of the things about which your customers complain frequently and make it a goal to correct, improve, or remove it. It would be very unfortunate to learn of a damaging remark about your operation made on the Internet, rather than face- to- face.Make it a point to inquire of your customer whether he was dissatisfied. Make conversation with your customer and if the customer has a complaint, make every effort to resolve it as soon as possible. Charge backs could get very costly and sometimes settling the dispute with the customer could save you money. However, there will be times when the refund should not be given or attempts to settle this on the spot should not be made. The business owner will have to use his own judgment.Jesus counsels us to “Love your enemies, do good to them which hate you, Luke 6:27, (KJV).” No doubt some business owners will have difficulty doing this when the occasion arises, and some may have learned that this is the way to go. But, I encourage you to try this. As you do more and more business, you will find this to be a very necessary way for you to resolve conflicts in your business. It will be easier to do this than to resist, as Jesus said in Matthew 5:25 (KJV), “Agree with thine adversary quickly whilst thou art in the way with him.; lest at any time the adversary deliver thee to the judge, and the judge deliver thee to the officer, and thou be cast into prison.” Being cast into prison may be an extreme outcome, but we can avoid further conflicts if we would just humble ourselves and strive to resolve our conflicts. If it is any consolation, there are rewards for acting with love. Luke 6:35 says, “But love thee your enemies and do good and lend, hoping for nothing again; and your reward shall be great, and ye shall be the children of the Highest: for he is kind unto the unthankful and to the evil.” As one can see, business owners have a higher degree of responsibility because of the number of people with whom he/she interacts. "
7 " To Move from Woe to Wow with an Unhappy Customer. . . Apologize• Thank your customer for raising the issue.• Apologize sincerely–never argue. • Own the problem, even if it is not your fault.• Show genuine concern in your gestures, posture, and tone of voice.• Take your customer at their word without questioning their motives or integrity. "
― Susan C. Young , The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact (The Art of First Impressions for Positive Impact, #4)
8 " To Move from Woe to Wow . . . Listen Attentively• Be fully present and give your customer your full attention.• Stay calm and remain patient.• Do not interrupt or become defensive.• Let the customer express his or her concerns.• Nod your head and use affirming words to show that you are listening.• Repeat back and empathize, when necessary. This confirms your understanding of the problem or question. "
9 " In hypercompetitive world, the only way to make an impression on your customer is to break through the noise "
― Timi Nadela , Get To The Top
10 " Is the competition really some mythical beast? No, not really. Knowing how to play your group of salespeople as a team, to overcome the group objective of winning the customers support, is the objective. The opposing team in proper viewpoint is not just the similar competing business to yours. Nor is it the competing franchises of your home office.No, in order to really be effective in the market place as a surviving business, you must go beyond that philosophy. You must be willing to expand your viewpoint to fully understand who the competition truly is. Your true competition is simply this: Anywhere that your customer would spend his or her dollars as opposed to spending them at your company or place of business. "
― Michael Delaware , The Art of Sales Management: Lessons Learned on the Fly
11 " In the beginning I just wanted to survive. For the first three years, we made zero revenue. I remember many times when I was trying to pay up, the restaurant owner would say, 'Your bill was paid.' And there would be a note saying, 'Mr. Ma, I'm your customer on the Alibaba platform. I made a lot of money, and I know you don't, so I paid the bill.' "