When a customer walks into a store either to purchase a product or a service, what is it are they looking for? Why is it that sometimes, two stores that are selling the same products or offering the same services end up with very different turnover at the end of the month? Let’s look at some of the things which a customer looks.
Friendliness
The most basic of all customers needs is friendliness. This is usually mean a gracious greeting and/or a warm welcome. We all want to be acknowledged and welcomed by someone who is sincerely glad to see us and not feel that we are intruding on the service provider’s work day!
Understanding and empathy
Nothing beats being understood. Imagine buying from a person who cannot empathize our predicament or understand our circumstance. Customers need to feel that the service provide is able to put himself in their shoes and truly understands and appreciates their circumstances and/or feelings without judgment or criticism.
Fairness
Everyone likes to be treated fairly. Customers get upset and defensive when they feel that they are being subjected to unfair treatment, especially class distinctions, and are only receiving second best.
Control
Customers do not care about policies and rules. They want to feel that they have control and that they can decide or have an impact on the way things will turn out. Meeting this need means saying more “yes”s than “no”s.
Options and alternatives
Don’t tell me the problem, give me the solution. How often have we heard this? Customers come to a service provider with a problem. They are depending on his knowledge and “inside information” to provide avenues and answer that can help solve their problems.
Information
“I want to know everything!” Customers do not like service providers to leave / hide anything out nor do they like buying from someone who does not seem to know anything /much about the product or service that they are promoting. They look to the service provider as a walking dictionary and expect the service provider to know everything and anything about the product / service.
The services that your daycare is offering is probably not much different from the service that the daycare 3 blocks way is offering. Having a good understanding of what the parents are looking for will be put in a better competitive position. Afterall, parents are putting their precious children in your care. They need to feel that that you know what you are doing and that their child is well taken care of.
