Customer Care
Customer Care

Customer Care

Paranoia can be healthy in maintaining customer relationships. When he joined some international consulting engineers in 1983, Steve Barker got a great insight into the power of relationships in shaping future business opportunities. Indeed, in the service sector, powerful open and honest relationships are the foundation of most successful companies.

Whilst these relationships were fundamental to the growth of new business opportunities, Steve recognised that they were also key to the retention of the existing customer base. All too often he saw businesses who took their existing customers for granted and became complacent. Frequently, this resulted in lost business opportunities to competitors.

If you adopt the paranoid approach that everyone is after your customers, then you start to do something about trying to retain their business. In fact, why not take the scary step of asking them what they think of the service you provide? Who knows, you might even be delighted with the response. Indeed, even if you are horrified, you can at least do something about it.

People do business with people is an old adage as is to err is human. It’s what we do about our failures that set us apart. If we make a mistake and hold our hands up, the way we deal with that slip can be more powerful in building a relationship with a customer than if we hadn’t erred in the first instance. When we take that extra step to listen to our customers and do something with that feedback, it inevitably leads to long term success.

Below are some case studies of businesses that cared about their customer relationships and the measures they took to develop them.