SCORE Small Business Blog

Managing: Train Your Customers to Respond
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Make Business Plans Easy on Your Customers

Planning AheadMy mechanic has me trained. When I take my car in for an oil change, he places a sticker in the upper left hand corner of my windshield to remind me what date and mileage I should have my next maintenance completed. But every once in a while, he forgets to put the sticker on the window.

Then I have to remember the date and mileage details. It’s a good thing to train your customers and it can help you pump up your bottom line. But if you choose that route, it’s important to follow through.

Because my mechanic occasionally forgets the oil change sticker, he shifts the burden of that “perk” to me. That’s a burden I don’t want to bear. On top of that, it could cut into his business if I delay the maintenance because I’ve forgotten when the car is due. And if he forgets stickers on several cars… well, you get the idea.

Training your customer when and how to do business with you helps both them and you. But make sure you have a mechanism to help you follow through. Unmet expectations have a way of driving business to your competition.

Denise O’Berry, Guest Blogger
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Discussion (1) Comment

  1. I’ll admit it; I’ve ended business relationships because of unmet expectations. Trust is a very delicate thing. One of the reasons I choose to do business with people is because they provide products/services that meet or exceed my expectations: my perception is that they care. Once the quality of the experience diminishes, my expectations die and I move on.

    I don’t appreciate businesses that go out of their way to make me feel special at first, and then get complacent when I’ve been around for awhile. I’m not saying I need employees throwing rose petals at my feet every time I walk through the door, but it would be nice if they remembered that I have other options; I don’t need to be there.

 

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