Positive customer relationships are the core of a successful business. Learn what a customer is, what different types of customers there are, and how you can increase the probability of keeping your customers.
Do you know what a customer is? Did you know that the base of the word customer is actually custom? It actually is derived from the habits of people that make it a habit to make frequent visits to a store.

In my mind, there are two different kinds of customers – an internal customer and an external customer. Some alternative names for customers are clients, buyers, and purchasers. All businesses have customers; it’s up to you whether or not you have loyal customers and positive customer relationships by how you treat them.

Positive Customer Relationships

Let’s take a closer look at the differences between internal and external customers and then at some of the ways that you can increase positive customer relationships and loyalty. To begin with, an internal customer would be someone within your own company that might work in another department or even on another team. An external customer would be someone you sell products to or provide services to that is outside of your organization.

Way back when I was working in the telephone service center for a large credit card company, we received intensive training on how to treat a customer and make them happy. That wasn’t enough, however. For example, we were taught that you have to tell your customers what they want. Why, you ask? It is because they don’t know what they want. One of the first things that I believe a company should realize is that a customer, contrary to a current shift in thinking, do really know what they want.

Now let’s look at some of the ways that you can make sure that you keep existing customers. We also want to talk about how to gain new customers and stroke those positive customer relationships.

Telling and showing

1. Listen to the customer – Remember your mother telling you not to interrupt and that it is impolite? Most customers will definitely tell you that they would rather have you listen to what they are saying than having you take the bull by the horns and butting in and stopping what they are saying.
2. Provide virtual cues that you are listening – Summarize back to them what they have just told you. You don’t have to repeat word for word. You can reiterate just enough to let them see you understand. That should do the trick. This lets them know that you have been listening and paying attention and also lets them know that you care about their needs. You can also do virtual nods by adding little tidbits of agreement like uh huh, yes, you bet, etc.
3. Take a moment to be in their shoes. – Think about how you would feel if you were in the same situation they are in when they are speaking with you. Would you be angry? That could explain why they seem angry. This is called being empathetic. What does that mean in more detail? It just means showing that you understand their situation and can feel their pain, sadness, and stresses.

More customer positive customer relationships.

4. 4. Do another summary – When they are all done explaining what it is they want to say, repeat it back to them, only this time in more detail covering the important points of the conversation and clarify with them any points that you are unclear on. They’ll let you know if you don’t quite have it right or you do have it right.
   5. Let them know the action points. Provide action points for the steps you are going to take to resolve any concerns or issues they might have. If possible, let them know a date when you will do this.
   6. Provide a comprehensive customer service experience. – So what does all this mean? Why take all these steps? A satisfied customer (and client) is one that you go out of your way to service – always.

   Especially with the economy the way it is, one lost customer can hurt your bottom line in a big way. Showing that you care will help seal positive customer relationships. This will also have your client talking about you and your excellent customer service. That’s what it’s all about – providing customized care, giving the client the service they expect, and doing it all with a positive attitude and a smile.

   Updated 4/10/2024
   

   Pam Lokker is a master writer and a virtual assistant professional who enjoys content writing, Information Technology and B2B Small Business Copywriting and Proofreading. Borlok Virtual Assistants, LLC (Borlok VA) has been the place to get global expert VA services with quality and on-time delivery for many years. Contact us now!