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The Complete Guide to Building and Growing a Talent Development Firm by Stephen L. Cohen

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8

SERVING YOUR CUSTOMERS AND YOUR NEEDS

Know what your customers want most and what your company does best. Focus on where those two meet.—Kevin Stirtz

The pulse of any business is best kept beating by serving your customers effectively. Whether this is done profitably or not is another story. In general, customer service is about three basic components:

1. Purpose: Embracing and meeting the needs of your customers is why you are in business.

2. Delivery: Improve the processes delivering your products and services to the customer, allowing them to achieve their stated business results.

3. Retention: Ensure the loyalty of your customers by exceeding their expectations.

Master these three components, and you will be in business for a long time. ...

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