An Exerpt from the Upcoming Release of “The University of Jobs” in The ART of Motivation Series by Ubong Ekpo.
You didn’t get it, I said really pay Attention to The Voice of the Customer and it will pay your career in future!!!
A wise man said if you don’t pay attention, you’re going to pay somebody. Very,very true.
Here’s another side of the old question: “Is the Customer is always right?”
Well, the customer is always the customer says John Weisenburger, a sought after Fortune 500 Business and Marketing strategist.
The voice of the customer is vital not just to businesses but in whatever job,career and at an level of the corporate ladder. Most of us like most businesses know this but as John Maxwell puts it, the biggest gap in most companies and I would add most of us is the action gap – not doing what we already know.
Whether you are flipping fries or pitching Airbuses, one major rule of the career and business game remains the same: the voice of the customer will determine which business wins or loses.
Seeing that you represent your business or employer in some capacity, this applies to you as well. A lot of people say I’m not a Sales person and that’s not my job, but fail to recognize that you are the business and the product that the company sees.
Growing your career and business will depend largely on interactions with internal customers and external customers alike. Designing and delivering corporate learning interventions to audiences around the world in different formats has helped me see this even more. Helping others get what they want will help you get what you want and what an employer wants is more customers, happy customers and returning customers. Get that straight in your act and your’e already on the way up.
In one of the last companies I worked for, the Jewish management made everyone part of the Sales process to some degree. Everyone was supposed to be involved in somehow selling the company and it’s products and services. Of course, a lot of it was mainly creating openings linked with a pipeline of potential customers and amazingly, I was able to get our company to the negotiating table with leadership of some pretty big business names. It was a great experience in which I learned to listen closely to what potential customers really wanted and needed before blazing or products and services in the sky. It is the right way to go in making employees see that they are what customers must by into first before they buy into any brand.
You are the message and you are the product. Your ability to tune into the voice of the customer, find out what delights them and address their concerns will move you very fast up the ranks of any industry. Think about what happened to Richard Farmer. He noticed on visits to factories, that they threw away a lot of rags. He collected chemical-soaked rags from factories and washed and returned them to customers for a fee. In the early 40’s, rags were replaced by shop towels—which are uniform in size and shape and much more absorbent than old rags. By then, the company’s name had changed to Acme Wiper and Industrial Laundry. Subsequent visits and studying his customers revealed other ways for helping his customers and today, the Cintas corporation has a net income of about 300 million dollars a year. The customer experience is about whether you feel you are being listened to, transactions are done easily and of course questions are answered easily. How well did you meet or exceed their expectations – the better vendor exceeds expectations. Remember when dealing with customers the following:
– They will look at how fast or flexible it was doing business with you. Was it an easy transaction, to pay, make the order, take that training course or have that engagement if you’re a coach.
-How enjoyable of an experience was it?
If they are forced to do business, they will bolt the first chance they get.
Good old customer experience. You know it, we all know it, but how many are actually consistently doing it in their careers and businesses. Not too many. This is why many careers and businesses pay the price for negligence.
Peter Drucker said that business exists for the sole purpose of creating a customer and your priorities on the job, in your businesses, in your processes should revolve around that.
Also remember that nothing damages a brand quicker than not acting on something when a customer feels wrong.