Author Box
Articles Categories
All Categories
Articles Resources

Keeping a Customer: Price, Service or Relationship?

April 26, 2012 | Comments: 0 | Views: 157

We live in the information era. You name it, and anyone can likely put their hands on information about any product or service one can think of. This can be a blessing for the consumer and the sales person. Many times your client or customer will know all about a product before they come to purchase it. This can save you time educating them on what you have to sell. So what do you offer them now?

Best Price: Some people are shopping for the best price- there is no doubt. But best price is what many of them can get from a big box store or large company. The downfall is that often they do not get good service - especially if they need to return an item. Often they must return items to the manufacturer or call a specialty service to repair the item. So best price is great if you are certain that you can get the quality you need every time. Recently we had a TV delivered from a large store, only to unpack it and find out it did not work. The store refused to pick the item up and bring us one that worked, so we had to repackage the TV and drive it to a location to exchange it. A week later and 3 hours out of our day we had a new TV. So much for price!

Best Service: Follow up and service is imperative for any business. It can make or break a transaction. Offering free delivery or set up is a couple of services that are much appreciated in our busy world. Accommodating the customer in every way possible will give them the reassurance that you care about them. Listening to complaints is part of best service. Redirecting customers to another location (sometimes it may have to be a competitor) is also part of best service. Recently I watched as a consumer returned an item to a store. The manager assisting the customer realized that products he carried were not what the customer was looking for, and so he sent them to another store to get the product that would suit his needs. I know if a manager would look out for my needs over a sale, that is the place I would return to for the next item I purchased that he carried- knowing he was looking out for my best interest.

Relationship. This is what keeps a customer returning. Having moved I had several pieces of furniture I had to purchase. I made many of my purchases six weeks before the move date, knowing delivery often takes several weeks. After moving in, I returned to one store to pick up several items I had ordered. Upon arrival, the salesman did not recognize me. Then he could not find the order or the invoice. (I had paid in full for the item) After that he could not find it in the warehouse, and told me he would call me later after he tracked the order. He called later to tell me the items would arrive in two weeks. He still did not appear to recognize who I was- even though we had a long conversation about several other items I was considering. I finally cancelled my order.

The second store I went to, I went to look and see if they had any new items to complete a set I had purchased. The salesman saw me enter, greeted me by name, and when I found what I was looking for, gave me a preferred customer discount and free delivery - without my asking for it. And I had only met this man once before. I now know where I will shop for many more of the items that I need.

There are lessons in all of this. Price is important- people need value for what they pay for, so making sure they get this basic for most successful businesses. Service is very important and second only to relationship. However even if the service is not the best, a customer will always return to purchase from someone they KNOW will take care of their needs and who cares about them.

As a final note, I worked for a short time for one of the oldest and most prestigious jewelry stores in the world. During training we were instructed to send a thank you note after every customer purchased, and to follow-up to ensure that all was well with the purchase- that it met their expectations. This company prides itself in CARING about the customer. For over 100 years they have based their success on this principle. They have customers who return year after year and then bring adult children in to introduce them to the store for their future purchases.

In the end, if you want to build your business- you need to have people return to you for what you have to offer. And to build that loyalty - you need to build relationships with your clients. Not only will they return but they will also pass along your name to others.

Need support for your small business? Roaring Women is the most resource rich business support organization in the world! Join now as a free member and get free workshops, gifts and best of all coaching and mentorship. Success at your fingertips!

Source: EzineArticles
Was this Helpful ?

Rate this Article

Article Tags:

Best Service


Best Price


Customer Returning


Free Delivery

In India, employment opportunities are set to grow by a good margin in the coming year, a phase which was started in the turn of the second decade of the 21st century. organisation, candidates with

By: Sarkariexam l Business > Careers Employment l April 01, 2013 lViews: 11709

Sometimes it is amazing to see that certain jobs can precipitate huge turnouts in the recruitment drives. It is as if thousands of people were waiting for the vacancy advertisements and the moment

By: Sarkariexam l Business > Careers Employment l December 30, 2012 lViews: 690

In recent times, jobs in healthcare segments have grown tremendously. It is anticipated that this growth curve will continue for the times to come. Various factors are responsible for this

By: Sarkariexam l Business > Career Advice l December 27, 2012 lViews: 449

Are you in a dilemma whether to choose web based CRM or not? If yes, don’t worry. You aren’t the sole person having this doubt.There are numerous firms trying to make out whether investing in a

By: Reneta Vasileva l Business > Customer Service l December 23, 2012 lViews: 409

If you think about it you will realize the fact that each business has its own set of risks that are involved in it.The trade secrets that you have and the information related to the business is what

By: brumbrum1 l Business > Risk Management l December 23, 2012 lViews: 263

As the time is changing, concierge management services are now growing despite the slowing economies of the world. The main reason of it is the need that is highly specific to the people who like to

By: willsmith10 l Business > Management l December 23, 2012 lViews: 334

There was a time when the southern portion of the United States was known for the good manners that its people showed to each other, and to strangers. The southern people were raised to be polite,

By: Ador Talukdarl Business > Ethicsl April 24, 2012 lViews: 209

A segment in the movie Courageous provided me with a striking visual image about a man's ethics. At a point in the movie a young father is told that he is being considered for a job promotion. In the

By: Frank C. Bucarol Business > Ethicsl April 23, 2012 lViews: 172

Ethics in law today has become little more than a saleable commodity in many western legal systems. Many disaffected people seeking justice for a wrong perpetrated against them simply aren't finding

By: Jan Smithl Business > Ethicsl April 22, 2012 lViews: 159

Passion's Pearls surround us everywhere in Network Marketing, and in life. So, if you're living out the dreams of your passion's pearls, are you also living with integrity? It feels so good to live

By: BG Jenkinsl Business > Ethicsl April 20, 2012 lViews: 167

In the position of leadership, as in the person in charge of a company, do we discuss our personal value system? Is this of great importance to discuss? It is my belief that this is one of the

By: Mitch Tublinl Business > Ethicsl April 18, 2012 lViews: 199

Although these may seem like 'no-brainers' many of us do not honour the greatness in others and thank them for how they help us. Even after a rejection we have reason to thank someone for giving us

By: Mandie Crawfordl Business > Ethicsl April 18, 2012 lViews: 206

Do we need all that information? Well yes and no. We need it if it is going to grow our businesses, or it pertains to people and promises we make. So how do we get it organized so that we don't end

By: Mandie Crawfordl Communicationsl July 05, 2012 lViews: 194

Recently I had the opportunity to interview a woman who is an electrician. She became an electrician because no one told her should could not or should not do it. In fact her parents were very

By: Mandie Crawfordl Communicationsl July 05, 2012 lViews: 200

But then a friend gave me a book to read that taught me many powerful lessons in prosperous thinking. Her are a few of the things I had to do to change the way that I thought. Here are some of the

By: Mandie Crawfordl Communicationsl July 03, 2012 lViews: 190

Finding just the right words that address the prospective client's problem takes thought and learning to say it so that it comes naturally takes practice. However sometimes we are required to make

By: Mandie Crawfordl Communicationsl July 03, 2012 lViews: 171

Succession planning is not just about quitting, retiring, closing or selling your business. Succession planning is about how you BUILD your business. When you build it with the end in mind (eg

By: Mandie Crawfordl Business > Strategic Planningl June 08, 2012 lViews: 191

When someone becomes vindictive - it is too late to do much about it unless you begin legal proceedings. So the best way to solve something like this is to set things up so that it never happens in

By: Mandie Crawfordl Business > Career Advicel April 27, 2012 lViews: 218

Discuss this Article

comments powered by Disqus