Customer is not only an important stakeholder in your business, it is the only purpose. They are the heart of your business. You should not take for granted for any of the customer. Even if there is a small customer, it's experience with you should be good. There are two reasons for that:
1. This small customer can become big - you never know.
2. This one customer can become your advertiser. He will refer your name if somebody wants what you manufacture or sell. He will also take your name with good will.
Good will is very hard to create. It takes years to make an positive image but this will erode in a matter of few hours or days. For great experience to a customer, listen to him. First you must listen to his problems and offer solution. You must never use rough language when with customer. In fact, your language should always be soft because if it is rough, you cannot underestimate the power of habit. The rough words will come out in midst of an important meeting. The packaging of your products must be good enough to give a good feel to a customer. If the quality of your product, packaging of your product and the delivery of your product - all these things are right, then no one can stop you from growing your business. Because ultimately these three things are important and become a package to give a experience to your customer.
All your customer facing executives & staff should be trained in soft skills. They cannot simply behave outrageously with customers. At the end of the day, it is the customer who gives business and hence the training to the customer facing staff is very important. When you send someone for quality complaints, your personnel should be with sufficient knowledge. Even if your products are to the specification, the problem of customer should be understood. If you become a part of the solution, you will win the trust of the customer. The experience you are giving will be good.
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