Once you’ve established your own business, one of the challenges that you will face is making sure that it will make a strong impression and gain the loyalty of customers. With so many businesses competing for customers, it can be hard to stand out. But one thing that’s guaranteed to gain customers is having great customer service, as this is something that is always appreciated.
In an episode of Breaktime Breakthroughs on Plus Network, Training and Management Consultant Mondo Castro shares the impact of personalized or customized service on customers and how it can greatly help businesses. According to Castro, when a customer walks into a restaurant, waiters can either smile and take their order or probe and connect with the customer and deliver customized service.
When they deliver personalized service, customers are more likely to remember them, which opens a favorable channel for upselling without trying too hard. This is because people appreciate what is good, valuable, and beneficial to their well-being. But unfortunately, personalized or customized service is the rare commodity that most business and individuals tend to overlook, as most are too preoccupied with the business processes, goals, selling, simply helping their clients, and delivering goods and services as face value.
According to Castro, for businesses to have maximum impact on their customers, it will require them to customize interventions and adjusting what they say and do to engage others, which requires deep empathy. By customizing your products and services to fit the needs of your customers, your business will make a positive impression and gain their loyalty and support.
Castro ends with a quote from Ronald Heifetz and Marty Linsky in the book Leadership on the Line, which emphasizes that,“We need to understand the story people are telling themselves and you, even if you think the story is foolish, so that you can meet them where they are, instead of where you are.”
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