While exceeding expectations in customer service has its rewards, it necessarily does not provide immediate revenue generation. So, why should companies even try to please the customer?
In an interview with GMI POST, Blue Diamond Growers President and CEO Kai Bockmann shared his thoughts on how his organization has navigated the challenges facing the almond export industry, like droughts, rising domestic inflation, and foreign trade issues.
“In challenging times, a partner that honors long-standing relationships is essential. The Japanese market is more concerned about high service levels, excellent quality, and food safety. These take priority over price. When times are tough, they don’t simply abandon you,” he said.
Based on Blue Diamond’s experience, here are some recommendations for keeping both clients and internal teams engaged:
Know the value attributes of your customers
Are you serving B2C or B2B markets? Do they need more flexibility? Will they pay a premium for faster response time? These are some questions that will help you to get to know what is important to your customers.
Know their corporate values
Are their expense priorities similar to yours? Do you have a good relationship with the people who work for them? Are they as respectful of your time, as you are to theirs?
Working with clients with whom we can have a personal relationship can ensure smooth transactions in the future.
Exceed expectations
Anticipating clients’ needs makes them feel that their convenience has been taken into account. This relays a strong message of importance and willingness to tailor one’s services to the needs of others.
There are other approaches to keep customers happy but ultimately, if in doubt, just follow the golden rule: Treat customers with the kind of service that you would also expect.
