Focus on the customer.


focus_manHave you ever been you own customer? One huge step in the right direction is to try out your own concept. But it might be hard to manage that on your own. One tip is to make a two column table and list: What makes the customer happy? And what makes the customer unhappy? Write down everything you can imagine. Figure out what might have the most impact on the customer experience. To succeed you might want to follow up on the “happy customer” column.

If you are your own customer, entering your business, what would a customer think? Is your interior appealing? What catches the eye? Do you have interactions with customer? How would they react?

Spend one evening once a while to reflect. Write down everything that pops your mind. Sort it out, and focus on a few things you might be able to improve.

If you never did this before you might discover some real eye-openers that might improve your customers’ experience.

What to look for?
Search for stuff that might annoy your customer. Look for things that create extra efforts for them. Look under the rug, to reveal what is just not logic to your customers. Can you make something easier? What will a customer experience in all aspect of your business? What if they decide to complain? How does your business deal with that?

Blind shopper.
If you can’t manage to be neutral, get someone to do it for you. A blind shopper will be your customer and give you great feedback.

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2 Comments on "Focus on the customer."

  1. Frode Heimen | August 23, 2008 at 11:23 am |

    Hi Ron.
    I agree. That is great way to get feedback. How do you pick the customers? Competition? Invite?

  2. Ron Meledandri - Sentra Business Solutions | August 23, 2008 at 12:07 am |

    I have always believed in small customer feedback groups. Each quarter invite about 8 to 10 different customers to dinner. After dinner have a free-form discussion on what they like and what they don’t like about your business. The information that you will obtain in this manner is extremely benefitial … and you get it very cheaply. It’s a great return on a samll investment. In addition, you have created a great deal of goodwill among those customer that you invited. I have done this myself and I am always amazed at what I learn.

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