Without customers we have nothing!

At Winning Edge, our mission is to nurture organizations toward sustained success. We have identified 3 components of our Impact Levers for Business Growth.

The 2nd of these is: Customers - without them we have nothing. 

Without satisfied and growing customers, we literally do not exist. Our people must understand that we have no greater priority than our customers and here are 3 areas of focus to help them do so: 

1. Discovery Process
2. Build a Trusting Relationship
3. Focus on Problem-solving

1. Discovery Process

First, we need to S.T.O.P. and spend time on people. We need to get to know our customers personally, professionally, what their specific wants and needs are, and how they want us to process their business. Remember, unmet expectations will equal future resentments. Therefore, the customer and our team must have a clear understanding on how we will be processing each transaction going forward to ensure that we can meet and exceed their expectations. When we eliminate and prevent problems with a thorough on-boarding process, our service will be more seamless, and we will be able to service our customers beyond their expectation.

2. Build a Trusting Relationship

Communication is the key! We must stay in contact with our customers through our salesforce, customer service team, and the front-line teammate that sees the customer daily. Periodically, we need to check with our customer to ask 2 important questions: 1) How are we doing? and 2) What else can we do for you that we are not currently doing? By showing this level of concern, we will build trust in a way that is both genuine and enduring. In doing so, our customers will trust us and communicate with us in both good times and bad.

3. Focus on Problem-solving

How does your organization view problems? Successful organizations see problems as challenges through which they can improve and grow. Struggling teams turn difficulties into opportunities for blame. The path forward for any group is to focus on what can be done, not what cannot. This especially resonates with customers who are always reassured when their partners propose and implement constructive solutions. When our customers know, see, and feel that we are focused, relentless, truthful, and realistic when problems arise, their faith in us will grow and our business with our customer will grow as well.

The discovery process will bear a trusting relationship, and we must train on the skills and mindset to command a solution to any problem. When everyone in your organization embodies this spirit, your customers will join with you and your team, and everyone involved will take another step.

• How much focus do you put on customers?
• Do your people understand the importance of customer service and how it affects their careers?
• Do they know how to win customers and keep them for life?
• How does your organization ensure that the customer is serviced beyond their expectation?

Love to hear your success stories on who your organization provides the culture to accomplish this task!