Let’s define ethical first….. Being
in accordance with the rules or standards for right conduct or practice.
When it comes to business practices of any kind and certainly when you’re dealing with customers, you want to always make sure without a shadow of a doubt, that your conduct is ethical. Doing what you say you’re going to do, when you say you’re going to do it and how you say you’re going to do it. The last thing a customer wants to feel like is that they been bamboozled. What is a customer? Their a person. So in essence, none of us wants to feel like we’ve gotten the short end of the stick. We want to know what we’re going to get, when we’re told we’re going to get it, the way we were told that we would receive it period! And oh yeah can you throw in a little something extra because I could chosen someone else to do business with.
It costs between 5 to 8 times as much to gain a new customer as it does to satisfy and keep the ones you already have…..that is all.
It costs between 5 to 8 times as much to gain new customers as it does to satisfy the ones you already have….. that is all!
A great man once told me that if my word is nothing, I am nothing! When people know that they can trust your word it’s just like making a deposit into the bank. A book I read recently puts it like this, ” A good name is rather to be chosen than great riches”. When people know they can trust your word, they know that they can trust you. People make promises for different reasons, however one reason is, they like the feeling that it brings for people to look to them in admiration for the hope of a promise that they know they will never fulfill. When you’re dealing with people whether it be personally or professionally remember this, if a person can’t trust your word you have nothing left to stand on. Bringing this back home to customer service, just remember it’s always a best practice to under promise and over deliver! This is called the WOW factor! Basically you promise what you can deliver, then give them more than they expected. Never make a customer a promise that you know you cannot make good on. This disappoints and will kill your influence faster than you can believe. Give your customers a sense of security and be believable. In the final analysis you will either be making deposits or giving refunds!
What is character? Put plainly and simply, character is having strong moral or ethical strength. It begins at the heart. And while you can act or pretend for a while outside of your character, what’s really in your heart will ultimately come shining through! Everything we do is a choice and your choices are stemmed from your character. No matter what people say, bitter water and sweet water cannot flow from the same fountain. When I was a teenager my mother saw something in me that she knew she needed to address. I was young and wanted to make friends. You know the drill. Being a young, impressionable teenager,I was willing to do things that were outside of my character to gain them. One day my mom said to me, Successful, you don’t have to laugh at things that are not funny just because you want people to like you. If something is genuinely funny to you, you can laugh at it. If it’s not funny and you don’t want to be rude, you can give a polite smile. Basically what she was saying to me was, whatever you do, always be true to yourself! I was 15 when she said these words to me. My mother imparted something into me that changed my life and solidified my character that very day. I have never forgotten those words! Are you pretending to be something or someone that you’re not? Have you stepped outside of your natural character to please people or to measure up to some false standard set by a bunch of false people? If so, I urge you to stop yourself today! Take a look in the mirror; see who you really are. Do you remember? Do you remember WHEN you lost your self? If you have lost yourself, you can always go back and find yourself. It is your choice!!