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Like any
successful business, you want to sell more and more products
or services. But, you cannot sell something that you want
to sell. You can sell something that your customers want to
buy and spend money for it. One of the foundations of successful
business is the understanding of customer needs.
Developing
a deep understanding of what customers' need lies at the heart
of innovation to create winning new products and their marketing
to target customers. As Peter Drucker said, 'because the purpose
of business is to create a customer, the business enterprise
has two-and only two-basic functions: marketing and innovation.
Marketing and innovation produce results; all the rest are
costs'.
The ability
to reach out and relate to customers being the most important
element in the business is the concept of customer relations.
In this approach, the fundamental and powerful tool to use
is communication. Your goal as a distributor of Mastermoves
is to make the customer feel valued, identify possible issues
and problems, and to find out emerging needs that may serve
useful in future product developments.
When dealing
with customers, you need to initiate the talk and encourage
interaction. Ask them questions to learn if they are satisfied
with the product or if there are any problems that they experience.
They might also offer suggestions to make the business better.
Customers who complain about the product or service only mean
that they are concerned about the way we conduct our business
and they want us to correct it. Always take this as a challenge
for your business to grow and improve.
The following
list is how we strive to serve our customer:
- Friendliness
- We all want to be acknowledged and welcomed by someone
who sincerely is glad to see us. Friendliness is all about
keeping customers happy - happy enough to pass positive
feedback about your business along to others, who may then
try the product or service you offer for themselves and
in their turn become repeat customers.
- Understanding
- Show that you're actively listening to the customer by
making eye contact, nodding, or even jotting down a note.
Customers need to feel that you understand and appreciate
their circumstances and feelings without criticism or judgment.
Ask clarifying questions when the customer is finished speaking
if necessary to get more details that will enable you to
solve the customer's problem.
- Fairness
- Cultivating a good relationship with your customers can
be a process that develops based on respect and fairness.
We all need to feel we are being treated fairly. No one
wants to be treated as if they fall into a certain category,
left wondering if they only received second best. When a
customer has a pleasant experience with Mastermoves the
first time, your relationship is not over. It has just begun.
You've set the customer's expectations at a certain point,
and that customer will expect as good -- or better -- experience
the next time they contact you. You accomplish this by providing
high-quality service while continuing to communicate and
listen to your customers.
- Don't
make promises unless you will keep them - If you say,
"Your Mastermoves will be delivered in two weeks",
make sure it is delivered on time. Otherwise, don't say
it. The same rule applies to client appointments, deadlines,
etc. Think before you give any promise - because nothing
annoys customers more than a broken one.
- Options
and alternatives - Customers need to feel that other
avenues are available to getting what they want accomplished.
Giving the customer options makes customers feel like they
are in control. You can suggest Core Training, Yoga or Pilates.
Options let the customer be involved in the process. Most
importantly it makes them feel like the decisions to buy
was his or her idea.
- Information
- Customers need to be educated and informed about our products
and services. Your Mastermoves Affiliate site is perfectly
designed to educate and answer most of the questions from
prospects and customers. However some customer will need
you attention. They don't want to waste time doing homework
on their own - they you to answer their question. Therefore
it's important for you to read the content of your Mastermoves
Affiliate site to learn how to respond to the questions
you get from your prospects or customers.
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Customer
Needs 
