Keeping your customers

Now that you are convinced that you should keep your existing customers coming back, you may be wondering how you can do it. Please take a look at figure 1 below.

(Figure 1)

It is clearly shown that SERVICE is the CORE of the problem. It may be bad attitude of staff or their indifference. It may not even be because of the staff's bad attitude, it may only be due to CUSTOMER'S own PERCEPTION(as we have discussed earlier).

How then can we turn this round?
A person whom can we all look for help for is Mr.Konosuke Matsushita.

(Figure 2)

I would advise you to read the above figure 2 carefully. You should follow its teachings and apply it to your company.

There are also other ways to keep your customers happy:

Customers will usually come back if,

• Your keep your promises (DISSAPOINTMENT is a negative emotion and you should avoid any happenings that may cause customers to link your service with ANY NEGATIVE EMOTIONS)
  

• You are willing to help (It makes you seem that you will go the extra mile for them)
  

• You inspire confidence (It makes customers trusts you and wants to do business with you)
  

• Your treat customers as individuals( as uniquely as possible)
  

• You make it easy for customers to do business with you (Convenience is key)
  

• All the physical aspects of your product or service give a favorable impression ( POSITIONING)

Negative emotions tend to be much stronger than positive ones. Humans tend to register negative events much better than positive ones. Therefore, it will be much more difficult to impress your customers than making them sad. But is it hard to satisfy a dissapointed customer?

As you can see on the solutions mentioned above, winning customer perception is mostly a PSYCHOLOGICAL game.