Business is no longer a “dog eat dog” proposition. Instead we are seeing how being kind, even in our business dealings, can make you “Top Dog.”
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Okay, animal metaphors aside, why is being kind so good for business? It’s a known fact that we like to do business with people we know, like and trust. Kindness is a huge piece of that puzzle.
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When you look at your business, who is responsible for being kind? Customer Service? Of course! The receptionist or office admin? Sure. Do you manufacture widgets, sell a product or a service; are you brick and mortar or an online presence; employ two or 2,000 … kindness is everyone’s job.
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When you are the CEO or business owner, your example will lead your employees in the right direction. Kindness does not mean having to be best friends with each and every employee. It means a “hello,” a smile and if you can, remembering their name. Be sure your employees know how to be kind to your clients. Often times, being kind is perceived as wasting time. There are parameters, and training will help them know what is expected and reasonable.
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Many years ago, Penny worked in the accounts receivable department of a small manufacturing company. They had plenty of receivables, but very little information on the companies they were billing – name, address and phone number and sometimes, the name of their accounts payable staff. As Penny started contacting each company, she wrote notes. Basic information at first: who she spoke to, were they stressed or pleasant. As time passed, Penny knew their spouses and children’s names, vacation spots, illnesses and annual celebrations.
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Imagine how you would feel if you received a call from “collections” and the first question is: how’s your son’s baseball season going? Or, did you pass that big test in your evening class? Getting to know your clients will help both of you build trust.
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This habit served Penny well when she stepped into outside sales. Being able to build rapport and be sincerely interested in her clients brought countless referrals and opened many doors. What would happen to your sales if you just asked a few more questions about the person before offering your product or service?
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Kindness can be translated into: friendly, honest, reliable, solutions and service.
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Be friendly
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Being friendly builds rapport.
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You build rapport when you develop mutual trust, friendship and affinity with someone. Building rapport can be beneficial to your business when done with sincerity. You establish good interpersonal relationships and this can open many doors for you. Being friendly goes beyond the obligatory smile and “how are you?” This may take a little time, but will pay off by creating a loyal customer. Be friendly to your staff. Ask them questions, remember their names. It’s been said that an appreciated person will do more than expected. As the CEO or business owner, you lead by example.
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Be honest
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You want to be that person your clients know they can trust.
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People would rather hear “I don’t know – let me find out for you,” than something made up. Offer what you can deliver, when you can deliver it. Never paint a “rosy” picture just to get the business. Charge a fair price. A client will find out soon enough if you overcharged them. Advise your employees when a sale is coming, so they can pass that information along to the customers. Ensure that customer may wait until the sale to buy and they will spread the word about your good customer service.
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Be reliable
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You can become your client’s best vendor just by following through.
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Always return emails and voicemails. Communicating with your client should be your priority. When a promised ship/delivery date cannot be fulfilled, reach out to the client to give them an update. You being proactive can turn around a disappointed client. Give your client ample notice of sales or office closures for holidays. Once a client knows they can count on you, they will return. Under-promise and over-deliver – this is what referrals are made of.
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Be a problem solver
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Customer confidence is built every time you solve their problem.
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Make sure these solutions are in your customer’s best interest. An honest answer, even if it sends your customer elsewhere, can save a business relationship. Give your customers options. Often, our clients think they know what they want, but are unaware of what else may be available. When your client comes to you with an idea and is not sure what they need to fulfill it, show them how your company will go the extra mile to help them.
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Be of service
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Service shows you care.
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Go a step beyond what your client is expecting. Providing service is about the customer, it is not about you. When a customer has an issue and needs you to find a solution, do not let them down. Do your best to find a workable solution. This may mean bringing someone else from your company to help. The majority of clients will tell others about receiving great customer service. Make sure they are talking about you! A loyal customer feels valued. Service equals value.
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