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“Success is
nothing more than a few simple disciplines, practiced every day.” - Jim Rohn
Every
business is all about making customers happy and satisfied. Any entrepreneur
who is able to do this consistently inevitably becomes a successful entrepreneur. In human relations, nobody cares how much you know, until they
know how much you care. These days, thanks to Bruce Temkin, some businesses
have been able to create a “raving fan” customer culture through the acronym “C-A-R-E-S”.
Here is how it can be applied to make unhappy customers happy. Note carefully
that each step is very important to the process. Whenever any of your customers
shows any signs of unhappiness through a feedback question/reaction, you know
it is time to switch to your CARES mode of:
(C),
Communication: Clearly
communicate the process up front and set proper expectations.
(A),
Accountability:
Take responsibility for resolving the situation or getting an answer in a
satisfactory manner.
(R),
Responsiveness:
Take initiative; don’t make the customer wait for your communication or a
solution.
(E),
Empathy:
Acknowledge the impact that the situation has on the customer.
(S),
Solution: Be
results oriented; ensure the question is properly answered and the issue is
resolved.
If you
manage to build a company that truly CARES about its customers using above
steps, you somehow earn their eternal happiness. The happiness of your
customers translates to good business for you. Happy customers are happy
partners for good business. This you can achieve by caring for them and making “raving
fans” out of them in the months and years ahead.
