In our Ask the Expert segment, we interviewed the Managing Director of M-hotel. Theogene Twizerimana, about one company culture that could close a business and he mentioned something that all business owners should know.
Did you know this is a culture that can prematurely end your business? It is something that should be obvious to all businesses, but unfortunately, it seems that some companies still haven’t gotten the memo. I’m talking about putting the customer at the center of your business.
He said, “A company culture that doesn’t put the customer first can end your business. And honestly.” I couldn’t agree more.
Think about it, when was the last time you had a terrible customer service experience? Maybe you were in lines for hours, or perhaps the person on the other end of the line of the phone was less than helpful. It’s moments like these that make us want to never give that company our business again.
This is something that I have done before. Once I went to a grocery store to buy– well you do not need to know– Just kidding. I was buying bread. It was a new grocery store that opened up in the neighborhood.
When I got there, I just bought bread like usual and returned home. When I returned home, I opened the packet, and that’s when I realized something…
The bread was all hard, tasteless and it had a funky smell. That’s when I remembered I forgot to check the expiration date. The bread had been there for four days already and would expire in one day or even hours. But, to be honest it already looked like it had expired.
I went back to the grocery store to complain, I quite like confrontation sometimes. The worker in the grocery store said they cannot take back the bread even if they knew the bread has a problem.
My purpose was not to get new bread, my purpose was to see how they function and if they would actually do something to amend the situation. But boy was I wrong, the store keeper started arguing with me and telling me there’s nothing they can do.
And you know what they say about customers; a happy customer tells a friend; an unhappy customer tells the world. I am not proud of it but it is exactly what I did.
So, when we have a positive customer service experience, we’re more likely to not only return to that business but also recommend it to our friends and family. And isn’t word of mouth one of the most powerful marketing tools out there?
Now, I know what you’re thinking. Isn’t the bottom line the most important thing for a business? Shouldn’t they be focused on making money?” And to that, I say, of course!
But here’s the thing, by putting the customer at the center of your business, you’re actually increasing your chances of making more money.
You see, when customers feel valued and appreciated, they’re more likely to spend more money with your business. And not just once, but again and again. Plus, if they have a positive experience, they’re more likely to leave positive reviews and tell their friends and family about your business.
But let’s not forget about the employees. A company culture that puts the customer at the center also benefits the employees. When employees feel like they’re making a difference and contributing to the success of the business, they’re more likely to be happy and motivated to do their job well.
On the flip side, when employees are constantly dealing with angry or frustrated customers, it can take a toll on their mental health and job satisfaction. This can lead to high turnover rates and even more unhappy customers. It’s a vicious cycle that can be easily avoided by putting the customer at the center of your business.
Now, I know that sometimes customers can be difficult to deal with. But it’s important to remember that they’re the reason your business exists in the first place. Without them, there would be no business. So, even when it’s tough, always try to put yourself in the customer’s shoes and remember that their satisfaction is what keeps your business running.
A company culture that doesn’t put the customer at the center is one that is doomed to fail. By prioritizing the customer, not only will you increase your chances of making more money, but you’ll also have happier employees and more satisfied customers.
You do not want to end up like that grocery store, new but useless.
