Care for your Customer, Customer will care for you

Any organization is established to produce and

sell a product in the market. Organizations are by
the people and for the people. The people who
produce it are producers, who sell are sellers and
who buy are the buyer. All are important in their
place of work. But the most important is the
person who buys the product. The happy
customer spread prosperity and happiness in the
entire product chain. The product which is liked
most by the customer is sold most and that
become Star player for the organization. It may give the organization
less revenue, but still a star performer. Similarly organization considers
the customer who buys more, a Star. Here organizations make the
mistake. Every customer who buys the product is important and should
be treated in the same importance as the A class customer. Every
customer has the potential to become A class customer. Therefore
organizations should treat all customers as a star customer. Give the
best treatment to each and every customer,
What are ways by which any organization keeps the customers happy,
fulfilled and retained, is a big question in this dynamic and tough
competition? Here we will discuss the same in brief.
1) Welcome the customer Once the customer is in, he should feel
at ease. He should get a VIP treatment. He should be welcomed
with a warm smile on the face and polite words like, You are
welcome to our establishment., May I help you Sir/Madam. He
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Care for your Customer, Customer will care for you

should feel an enjoyable shopping environment at your premises
and should be comfortable in discussing his requirement.
2) Understand your customer The
customers attending executive should
be humble, polite, attentive and
supportive. First and foremost thing is
to understand the need of the
customer. For understanding, first of all listen to the customer
carefully and do understand, what the customer wants. Once it is
understood, 80% job is done.
3) Give what the customer Wants Once customer has expressed
his choice, show him the product, and define the product and its
usage, so that customer feels proud of his decision. In case the
same product is not available, try to show him the nearest
product defining the similarities of the product customer wants. If
he is convince, job is done. In case, he is stick with his choice, give
him the tentative time of availability and write down his contact
details for further processing the lead.
4) Delivery on time Once the order is placed; ensure it is
conveyed in time to the concerned department
with tentative time limit for delivery. Ensure
the material is delivered in time, as committed
to the customer. A satisfied customer always
comes back with multiplication.
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Care for your Customer, Customer will care for you

5) Safety of material The goods should be adequately packed. The

packing should not be dirty, damage or in a shabby condition.
Even though packing is of no use for the usher once it is
unpacked. Packing is always thrown in the dustbin. But nobody
likes to buy a goods in damaged, dirty and shabby packing. So
packing matters. For example, we throw away the packing carton
of the shoes as soon as we remove and start wearing the shoes.
But no one is ready to buy shoes whose carton is torn or dirty.
6) Instructions
for
unpacking
and
Installation In case of electronic or
functional articles, instructions for
unpacking the goods and installation of
the goods/equipment should be written
in English and in regional language.
Customers always feel happy to see the
instructions and guidance on the
packages. This gives a confidence in the
company and the product they buy.
7) Quality of the product Quality of the product matters most. The
product should have an aesthetic look, good finish and functions
as desirable. Functionality of the production is must and should
perform as per the literature and claim of the company.
8) Take feedback - If you are a retailer, take the feedback of the
Happy and as well of unhappy customers. Happy customer
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Care for your Customer, Customer will care for you

motivates and encourages
improving more and unhappy
customer leaves a lesson to be
learned. In both the cases
organization is benefited.
9) Call Back Once the product is delivered, call the customer and
enquire, if he is facing any problem with the product. If he is
satisfied, then say word of thanks for purchasing the product. And
in case he is facing any problem, extend after sales service to the
customer. Resolve the problem.
10) Intimate the Sales - Take your customers email, whats-up and
facebook information. Intimate the customers of special occasion,
inaugurations, special product launch or Special offer sales. This
special invitation and information makes him feel special.

Walt Disney said it best, Do what you do so

well that they will want to see it again and
bring their friends.
For more articles on Customer service, Customer Care, Improving
productivity, Capacity Utlisation, 5-S, Kaizen, 6-Sigma and other
Re-Engineering Articles and Tools, visit us on

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Care for your Customer, Customer will care for you

About author
Rajinder Singh Mann, B.Sc., PGDCS, MBA, MPhil. Having Experience of 25 years
in S&OP, Education, Logistics, SCM. Has worked in diverse industries like
Publishing, Fasteners, Paints and Varnishes, Food Processing, Education and
Training, Steel wares and Table-wares. Presently associated with Ceramics
Industry heading Supply Chain Department.

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