How May I Help You?

This is the question that as a business owner we should always be asking. What can I do to help you? Is there something you need that I can help you with? What are your needs and what would you like to see happen? These are all questions that we should ask your clients/customers. When we work with others the tune we should sing is what's in it for YOU, not me. By giving to them the things they want and need, we make ourselves valuable.

Unfortunately, all too often, businesses forget that motto. They get so excited about all the "good" they're doing, that they forget to think about what's best for the customer. How often have you gone into a new restaurant in town and the food is wonderful, the prices are reasonable and you think "FINALLY, we've got a great place to hang out now!". But after a few months, the quality of the food goes down, the service becomes lackluster, and the prices start to inch up.

The owners have gotten complacent with the customers and think wow, we're making money ... this is great. And they stop thinking about what brought those customers in in the first place.  That starts the downhill spiral.

There are a lot of other examples as well. Can you think of any that you've seen happening?

We all have a tendency to relax and loosen our quality standards over time. What about customer service? I'm SURE you can give examples of bad customer service, but can you think of somewhere that you've been where there's been EXCELLENT customer service? Something you've raved over?

While talking about high quality service principles, it doesn't take much to make someone a raving fan. Sadly, people have lowered their standards so far that anything a little bit better is seen as exceptional service. Thus, any thing you do that goes above and beyond is good for you and good for your clients. Here's an example: when you answer the phone, put a smile on your face -- it will "show" in your voice when you answer. Answer by saying, "Happy X day. I hope you're having a great day. What may I help you with?" How often do you hear someone answer the phone that way?

Another area that needs to be redesigned is the way we think of our products and services. What is it that we're offering to our customers out there? Do we offer them good food, good consulting, good tv service? What is it we offer. I can tell you right now none of those things listed above are what you offer. Instead, you offer values (emotional things like relaxation, enjoyment, entertainment, time with family and friends). All the different types of things that our customers want in their lives. Does this make sense?

In the end we have to realize that what we do for our clients all revolves around them -- not us. When we ask questions like what can I do for you? We gain customers, make more money and become more successful. Keep this in mind as you start a new day. And in the meantime, if there's anything I can help you with, please let me know.