In this part of the world we celebrate business ideas,such a business idea is launched not having the customers in mind but thinking of how much the business will make as a result of the idea.On the long run the business folds up and you wonder what went wrong.
Any business particularly in this century,no matter how great the idea,if its not focused on customers it will soon be history. Startups must learn this important lesson to be able to sustain their business growth and innovations.
It’s really not about the idea,it’s all about the customers. A simple idea with great loyal customers is far better than a great idea with a small unstable customers.Loyal customers,they don’t just come back,they don’t simply recommend you,they insist that their friends do business with you.
Your business idea should be solving a real need. When needs are met through your business, there will be increase in your customer base which will in turn bring tremendous growth to your business.
The point is, it’s the customers that allows your business to thrive,it’s the customers that funds your business not the greatness of the idea and the celebration of it.“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” Mahatma Gandhi.
Paul Graham in his advice to the Airbnb founders (Airbnb is the largest accommodation provider online worth $25billion) said,it’s better you have 100 customers who love you than 1million people who like you.Profits in business comes from repeat customers;customers that boast about your product and service,and that bring friends with them.
Nuggets that must be considered
In the world of internet customer service,it’s important to remember your competitor is only one mouse click away.
Know what your customers want most and what your company does best.Focus on where those two meet.
He profits most who serves best.
The purpose of a business is to create a customer who creates customers.
Let’s look at three important aspect of focusing on your customers.
1.Customer care – Your customer doesn’t care how much you know until they know how much you care.When you take care of your customers, your business growth takes care of itself. Pay attention to your customers. Don’t take their complain as disturbance.Don’t argue with your customer.Don’t tell them they are wrong,don’t get them stirred up.A drop of honey catches more flies than a gallon of bitterness. Let them see and know that they matter.One customer well taken care of could be more valuable than $10,000 worth of advertising.
2.Customer’s point of view -The customer’s perception is your reality. Your customers perspectives are more important than your own perspective of your products and services because they are the ones buying it.Try to see things from your customer’s point of view. You must know what they are talking about your product and services. Give room for feedback. Know what they really need and then invest yourself where you are most needed. The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.You must invest yourself or money in something that the people really need not what you assume they need.
3.Quality Delivery– Quality is far better than quantity. So focusing on quality delivery will keep you at the top of your competitors. Moreover, quality attracts quantity. If you want your business to grow immensely, deliver your value in its best quality to a lot of people not delivering quantity to few people.Remember,returning customers frequently purchase more than first time customers,so your first impression counts. Bottom line is, start with the customers in mind even if you have the hottest business idea.
