Make Your Customers Happy
Today I’m trying to get back in the habit of reading blog posts and tweets – I’ve been feeling out of the loop! I came across this interesting post: Thank you, Wow and Done by Arié Moyal. Arié is talking about social media and the “value” we assign to different metrics, but the title of the post made me think about value in the customer relationship and how you know if you are making your customers or clients happy.
When your work relationships are virtual, you miss out on the body language and in person contact that help you know if you are doing your job well. Text on a screen can only convey so much, seeing a relieved smile on a client’s face after completion of a project can be more immediately reassuring as to the value you are providing. Still the right words, especially when the feedback is fairly immediate, can help you be sure you are achieving your goal of easing the burden off the shoulders of your customer. When one of my lawyers tells me how impressed they are with the speed at which I complete a task, I know I have exceeded their expectations – and made their day go a little more smoothly. These are the metrics that matter to me – satisfying the people I work with and for. I don’t need hundreds of customers, I don’t need to have a million twitter followers or to have people post links to my blog. That’s the beauty of owning the size and type of business I do. I just need to make my clients happy so they can keep their clients happy. It’s as simple as that.