These customer-satisfaction laws will keep you ahead of your competition, says Ken Makovsky of Makovsky and Co.:
1. Treat the customers you have as though they're prospects.
2. View customers as partners-members of your team.
3. Consider recruitment as serious business - and hire only the best.
4. Give your staff members the tools they need to build skills and develop professionally. Evaluate them on what they accomplish, not hours worked.
5. Prepare for the inevitable conflicts that arise in any customer relationship with this thought in mind: "It's how you handle problems that sets one professional or organization apart".
6. Invite customer complaints instead of just responding to what comes in.
7. Foster exchanges among your organization's groups and individuals to get their ideas on how to better satisfy customers.t
~ Adapted from Communications Briefings. The Public Relations Strategist, cited in Executive Report on Customer Satisfaction, 215 Park Ave. S., Ste. 1301, New York, NY