March 1, 2017
It was 5:15 p.m. and the after-work crowd was stopping by the dry cleaner to drop off items in need of cleaning. I arrived to pick up my order. There were clothes piled everywhere.
“Wow,” I said. “This is a really busy time of day for you guys.”
One employee looked at me and said, “Yeah. I wish all these people would stop coming in. I’ve got a lot of stuff to do and these customers keep bugging me.”
Oops. He had complained to the wrong person. Poor guy. Little did he know with whom he was dealing! For the next 10 minutes, I launched into a mini-workshop on building customer loyalty. When I was finished, he smiled sheepishly and said, “I guess I never looked at this job that way. But it’s tough to focus on the customers when there’s so much to do.”
He’s right. Everyone is getting busier. With downsizing and hiring freezes, there are simply not enough employees to handle the ever-growing workloads. That’s why it’s more important than ever to identify your priorities and stick to them.
5 Guidelines for Putting Your Customers First!
Relationship before Task!
Never view a customer as an interruption of your work. Instead, prioritize your efforts by first completing tasks that build relationships with your customers.
Activities that build customer relationships.
All other tasks, or, “stuff” that can be done after your customers’ needs have been met.
Hot Tip: You can interrupt these tasks anytime a customer needs your attention!