Adding Value to Your Business - Part Two
In Part I, I discussed how companies convey value to others via their strong brand recognition, core beliefs, and reputation. A company that excels at adding value to their customers will always have a very good idea who their ideal customers are and how to create lasting relationships with them. They will go out of their way to provide excellent service and creative solutions, proving themselves every day by their high performance standards.
Now, that we’ve gotten a good idea of what makes people perceive some companies to have added value, let’s go a little further and look at what you as an individual can do every day to make sure you add value to your transactions. Providing added value to your customers, shareholders, or team members doesn’t have to happen in one glorious grand finale. It can be done every day, in small ways, that show others that you value them and their business. I try to always keep this list of items suggested by David Eghbali foremost in my mind when I am serving a customer, and you can too.
I hate waiting in line at the supermarket, and I’m sure you do too. That type of delay is often associated with poor service. Fast service, on the other hand, is what today’s busy customers need and appreciate. BrianTracy.com believes that people who provide quick service are, in general, seen as more competent - even better - than those that take longer. David Eghbali tries to complete his deals as quickly as possible so that his clients aren’t left hanging.
Is there a way your product can be made better? If not, how about creating bundles or extra services that meet the needs of your customers better? This can be thought of as an all-encompassing premium service quality. David Eghbali provides the best service possible to all his customers without exception.
Another one of my pet peeves is the self-checkout at the grocery store. Is it really convenient to have to look up all the prices that don’t scan properly? How about waiting for the kiosk attendant to look it up for you? Don’t even talk to me about the bags or lack of them. It’s small things like this that make shopping a hassle because it becomes inconvenient. David Eghbali understands his clients have a lot of important things to do in their lives than fill out paperwork, so he tries to make it as convenient as possible.
Theladders.com tell us not only to listen, but also to care. When you sit down with a customer or client, really pay attention to what they’re saying to you. Use eye contact and try to empathize with their issues. Echo what they’ve told you to communicate that you are listening deeply and understand their issues. David Eghbali will listen deeply to every client’s problem to make sure he gets to the root of it and address all the issues.
Do you know what your customers thing about you or the company? If not, why not ask them? Survey them on occasions, particularly after you’ve completed a transaction, to make sure your customer service is addressing all their needs. Use tools like Survey Monkey or SurveyPlanet, like VerticalResponse.com recommends. David Eghbali regularly checks in with his clients to make sure everything is on schedule and nothing falls through the cracks.
If you can’t figure out what kinds of services or products might add value to your business, then look at trends and start setting your own. For instance, if you are in the home remodeling business, you might notice Boomers retiring en masse and cocooning in their homes. That means you could offer remodeling of bathrooms with accessibility features for the elderly population to widen your services. David Eghbali has to pay attention to financial trends in his industry to make sure his business offers the services most sought after from his clients.
Sometimes, a little education works wonders. Why does your client need this value added product or service? They might not know how much easier or productive their lives could be until you tell them. Communicate the value they are getting so that they understand that you offer added value services. David Eghbali is an excellent communicator who communicates the core values of expertise, relationship building, and an ambition to his clients with every deal he closes.
You may go to a store to buy a product only to unwrap it and realize that they forgot to tell you it required assembly and you’re no genius with tools. Customers have a certain level of expectation when it comes to those companies that they frequent the most. Simplicity and ease is a core characteristic highly valued by most consumers. David Eghbali’s strength lies in his ability to nail down complex situations with methods that make it seem simpler to the clients. This gives them confidence in his ability to succeed.
Maybe you still haven’t reach a rock-solid brand name recognition, but want to get there eventually. By adopting certain characteristics in your office procedures that add value to your transactions, you have a road map to get there much more quickly. In fact, speeding up your transactions will be highly appreciated by your clients who are busier than ever. Offer them fast service with premium quality and they’ll come back just because you don’t waste their time, like others. If you can find ways to provide extra convenience, like electronic signatures or additional payment methods, you will woo people further.
When you sit down to listen to your client’s needs, do what David Eghbali does, and listen deeply to get the full picture. Reiterate and clarify any concerns that come up during this initial consultation or interview. Once the project is underway, add value by checking in regularly with your client to make sure all their needs are being addressed. Be aware of any trends that are current in your industry so that you can capitalize on them by offering value added products and services that target that trend setting. Let others know how you provide additional value and include information in emails, flyers, blog articles, and online landing pages. Create easier methods to resolve vexing problems and your clients will love you and remain loyal to you because they will instantly recognize how much added value you bring to the table.