Canadian Small Business Blog » Blog Archive » Eleven Easy Ways to ...

by Stuart Crawford

Jay I think it is important to add customer relationship management to the list. After all customers are the life blood of any business. In my experience the health of a business can be destroyed by the actions or in-actions of employees. I am speaking of occurrences such as missed deliverables, lack of follow up, poor workmanship, unaddressed customer concerns, or even bad attitudes. Often the owner or senior managers of the company find out way to late about customer dissatisfaction leading to costly concessions and or rework. A simple example might be failure to deliver a requested quote timely that leads the customer to ask for a quote from a competitor and then accepts that quote. Your competitor is always ready to take care of those customers you don’t. Solutions to this are having tools such as CRM systems, customer event and relationship surveys or regular customer meetings. And on the plus side when you find your employees are doing a great job you can recognize and reward their efforts or make the necessary adjustments when you see a process or skill problem on a proactive basis.

Source: Canadian Small Business Blog » Blog Archive » Eleven Easy Ways to ...