When it comes to looking after our customers, quite often there’s a gap, a huge gap between theory and practice. There are books about customer relations, there are videos about customer relations, and there are Gurus (mostly self-appointed) about customer relations.
None of them actually have to deliver customer relations. That chore is left to what was known in the last two World Wars as the PBI – as in “Poor B….y Infantry”- the foot soldiers. The front line people – your front line people.
So what do they make of it all?
You know about Pareto’s Law – I discuss it often enough – yes that one, the one that says 80% of the business comes from 20% of the customers?
Well, it (almost) applies in this case. More than 80% of front line staff haven’t yet totally bought into the idea of effective customer relations. The other 20% have discovered a very enriching way of achieving a satisfactory outcome from interactions with customers. In other words, most of the time, they succeed! And when they succeed, the customers actually thank them!
This can’t be about you – can it? Let’s find out!
You can download my FREE EBook here
Jonathan Farrington is a globally recognized business coach, mentor, author, consultant, and sales strategist, who has guided hundreds of companies and thousands of individuals around the world towards optimum performance levels.
He is the CEO of Top Sales Associates, Chairman of The jf Corporation and the creator of Top Sales World.
Jonathan is based in
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