The importance of knowing how to listen the client
20 February 2009 - 18:42
Many industralists fall in the error of not taking into account the opinions, commentaries, suggestions, critics or complaints of their clients.
They do not know to listen his clients, and it often is translated in the taking of bad decisions, design of bad strategies, impossibility to catch new clients and the loss of the clients whereupon already is counted.
Importance to know to listen our clients is in which it will offer useful information us for our business, that will allow us to design more effective strategies of marketing, will allow to offer a customized attention us and it will allow to know us in what we can improve or what we must suppress in our company.
Whenever we pruned, we must pay attention, or try to decipher or know of our clients:
- its true needs.
- its preferences of consumption.
- its pleasures.
- its customs or habits of consumptions.
- what is what they do not like of our products or services.
- what they would like that it improved.
- why they prefer to us instead of the competition, etc.
And then, with this information, we will be able to design more effective strategies of marketing, for example:
- to design or to modify products or services in such a way that their needs or pleasures adapt to.
- to define prices more in agreement with its economy or financial situation.
- to establish channels of sales that are more accessible for them.
- to design advertizing means or messages that more effectiveness they have in them.
On the other hand, we will know in what we can improve, change or clear in our business.
And, finally, knowing the particular needs or tastes consuming determining, we will have the possibility of designing a product or exclusive service him, that is to say, to offer a customized service.
Intentionally to be able to successfully obtain this information of our clients, we can:
- to make small surveys.
- to create a mailbox of suggestions.
- to realize small interviews as a conversation, for example, at the time of realizing the sale or offering the service.
- to invite them to have lunch, or to some meeting or activity.
- to call them after to have realized the purchase, to know its impression on the use the product.
- to take a data base, or to realize statistics.
In summary, always we must be kind to the opinions, commentaries, suggestions or complaints of our clients and, on the other hand, always we must try to decipher or to successfully obtain information exceeds they, as its needs, preferences, habits, etc. (for example, through small surveys or interviews), with this information we will design more effective strategies of marketing, will know in what we must improve or change in our business; and, finally, it will allow to offer to certain clients a customized attention according to its tastes or particular preferences us.
Labels: Marketing, Service to the client
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