It’s good to be customer-oriented. But it’s even better to be customer-centred. When analyzing both expressions from a semantics point of view, we may not get the same result. But as this is not our area of expertise, I’ll give you an example that explains the difference between both terms from a customer service perspective.
Begin a customer-RELATIONSHIP
Don’t make the mistake of considering your client as a “one-night stand,” even if it seems like he won’t need you in the near future. Of course, treating him like your meeting was a one night stand doesn’t mean you shouldn’t offer him excellent service. Au contraire! Give it all you’ve got. This will show him that you’re customer-oriented. But if you stop there and move on to the next client, you’re missing a great opportunity to stand out from the competition and show your client that you are “customer-centred.”
Client one day, client…forever!
Besides offering exceptional service, you should look at the opportunity as a new client relationship to foster. By using the customer information obtained during your project with him, try to see how you could help him more. Don’t wait for him to find out about your products and services all by himself. If you dig deeper, there is a high probability that you’ll find other ways to help him and other solutions to suggest to him.
Image: www.relationclientmag.fr
Making your customers loyal ones costs less than finding new ones. Increasing the number of clients is good, but spoiling the ones you already have by focusing on their operations and being attentive to their needs is better. For us at IMS, I can confirm that this works wonderfully.
Don’t be afraid to ask your clients questions. Get interested in what they do and in the problems and challenges that they face. They’ll thank you for it. You’ll win their trust and your relationship, professionally speaking, of course! could become a long-term one that is profitable for both of you.
