Where to Begin and End: With the Six Laws for better Customer Relations
We all know that customer relationships matter, but with all the competing thoughts about how to relate to customers, where does one begin with servicing customers well on the one hand, yet serving the company competently on the other hand?
First of all, remember that what you do for the customer, you also do for the business. If a customer’s experience is positive, then score one for the business, also.
Once you realize that good customer relations equals good business development, cling to these, Six Laws of Customer Experience as created by industry authority Bruce Temkin.
Temkin writes that these six laws are “fundamental truths that define how organizations treat customers.” In other words, when you pull back all the layers of customer relationships, in one form or another, you will find these very important rules to live by.
These truths are not step-by-step instructions to be performed in a linear way. Rather, they guide business development with a way of thinking about and approaching the customer.
Anyone dealing with customers should not just know these laws, but live by them. Treat them as sacred, similar to how you would view other guiding ethics such as the golden rule.
Temkin claims if managers understand the importance of these truths, companies will be more successful. Conversely, going against the laws likely will yield poor results.
I would state that you must consider these six laws as requirements for successful business relationship development and the basis of differentiation of your business.
If you ever feel on “overload” about how to relate to the customer, come back to these six laws. Begin here. End here.
If you do, your customer will be satisfied, and your business will grow.
We’ll take an up-close look at each law on upcoming days. For today, the laws are listed below for you to print and hang by every office desk:
1) Every interaction creates a personal reaction.
2) People are instinctively self-centered.
3) Customer familiarity breeds alignment.
4) Unengaged employees don't create engaged customers.
5) Employees do what is measured, incented, and celebrated.
6) You can't fake it.
Related blog: Experience Matters from Bruce Temkin
Tomorrow…Rule #1: Every Action Creates a Personal Reaction
What CR laws do you live by?