We are in business to service customer needs, and we can only do that if we know what it is our customers want. We truly listen to our customers. They let us know what they want and how we can provide good service.
We take the time to identify our customer needs by asking questions and concentrating on what the customer is really saying. We do not make assumptions - thinking we intuitively know what the customer wants.
We communicate regularly so that we are aware of problems or upcoming needs.
We value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, we go out of our way to make them feel comfortable.
How we achieve this?
• We give customers what they cannot get elsewhere
• We do follow-up and thank people even when they don't buy
• We give customers what sometimes is totally unexpected