Marco Iacoviello, President of OG GROUP FZ LLE.
I believe in the importance of keeping a group of supportive people in your life, both professionally and personally. Regardless of your field, the support and collaboration of a community can ultimately enable you to succeed.
This importance of community also extends to your customers. For most customers, it’s not just about the product or service they buy, but about finding a group of people to connect with. Unfortunately, many customers complain of being left to their own devices, even neglected, when doing business with companies, and this can lead to a loss of loyalty and even the end of a business.
Therefore, as a business owner, gaining the trust of your customers should be one of your main objectives: anticipating their needs even before they buy from you.
It is possible that a customer buys your service or goods, but later realizes that it is not a good fit for them. In such cases, it is your team’s responsibility to assist and guide the customer to a satisfactory solution, even if it is a distraction from your business. This can be achieved by developing a tailored plan that addresses their specific needs and overcomes any obstacles.
Doing this can help create a positive reputation for your business and brand over time. Satisfied customers can then translate into a huge boost of positive energy that spreads to other members of their community. This has a double advantage:
1. With fewer problems dealing with customer doubts and questions, your team will have a much easier time doing it. Your employees can spend their time meeting the needs of other members of the community.
2. Community members will be more satisfied, and most importantly, they will stay more active and participate in all your initiatives – from training webinars to face-to-face meetings. When you launch a new service, they will be the first to join.
A customer who experiences tangible benefits in terms of financial and mental well-being from your company’s services or products is more likely to introduce your company to friends and family. Personally, I owe the growth and success of my business to dedicated customers who have helped create a community around our services.
Working in financial education training services, it didn’t take me long to understand how much the average client likes to feel involved and be involved in every step of the process; look for any avenue that can help your customers feel an integral part of your company’s offerings.
In addition to my training service, I am also the coach of my company. My role as a coach allows me to stay in touch with my clients and listen better to their needs. Finding ways to guide and get close to your customers and employees can improve your products and services. In fact, I find this kind of relationship essential to keep abreast of customer and employee needs and changes in your industry.
In general, I like to keep in mind that everyone likes to be pampered when buying a service or product, so regardless of your industry, you can take a cue from five-star hotels to take your business to the next level.
To improve this process and deliver individualized care, you must be committed to your team. Only by paying close attention to the details and working together can you and your team really make big strides forward.
As part of this, I think it’s essential to have intelligent people who will follow you and believe strongly in your business; when your ideas are perfectly processed, you are better able to meet all the needs of your customers.
I feel the secret to making sure your entire team is 100% committed is to show them your mission from the start; if your employees, as employees, understand the value and motivation for why you opened your business, they are less likely to leave it and more likely to help you build it.
Don’t make the mistake of underestimating the advice and criticism from your team or your clients; I think it is a serious mistake to do this, with the potential to cause great difficulties for your business in the long run.
Again, try to make your customer or employee feel like they are dealing with a five star hotel. I don’t think there is a better comparison. In a luxury hotel, practically every need is met and if that is not possible, the receptionist or concierge will try to meet you in the middle or find another solution.
Not only do you want to use customer feedback, but you also want to check in with your employees. In my experience, when they see their ideas incorporated into the business, they will feel more involved and united, helping to take better care of your customers.
I believe that as an entrepreneur you can keep your service at the highest level by creating community within your company and with your customers – starting with prioritizing a top-notch team that can eventually lead to these happy and committed customers. .