The Heartbeat of Every Company: Our Customers

Hey there, fellow entrepreneurs and readers!

Today, I wanted to share a little story with you, a story that encapsulates the essence of what I believe customer service should be all about. But before I dive into that, let’s get one thing straight: Customers, especially the happy ones, are the lifeblood of any company. They’re not just numbers on a spreadsheet or names in a database; they’re real people with real needs, emotions, and experiences.

Now, I know what some of you might be thinking. “But what about those customers with sky-high, unrealistic expectations?” Yes, they exist. And yes, they can be challenging. But here’s the thing: a vast majority, say 90%, of our customers are genuinely good-hearted individuals. They’re not out to get us; they’re just looking for a solution, a product, or a service that makes their lives a tad bit easier.

Alright, storytime.

A few days ago, I received an email from a customer in his 80s. He was having a tough time navigating our new AI-based Ebook software. Now, I could’ve just sent him a standard troubleshooting guide or directed him to our support team. But something nudged me to go the extra mile. So, I set up a 15-minute Zoom call with him.

Those 15 minutes were enlightening. Not only did I help him access the system, but I also got a glimpse into his world, his challenges, and his appreciation for the little things. By the end of our call, he was all set up and raring to go. The gratitude in his voice? Priceless.

Why am I sharing this? Because that one interaction reminded me of a fundamental truth: Every customer interaction is an opportunity. An opportunity to build trust, to create a loyal advocate, and to genuinely make a difference.

Companies often get caught up in the race for profits, growth, and scaling up. And while those are essential, we mustn’t forget the human element. Every customer, whether they’re a tech-savvy millennial or a charming octogenarian, deserves respect, patience, and a listening ear.

To all my fellow entrepreneurs and business owners out there, let’s make a pact. Let’s treat our customers not as mere transactions but as relationships. Let’s invest time in understanding their needs, addressing their concerns, and exceeding their expectations. Because at the end of the day, a happy customer is the best business strategy of all.

Until next time, keep serving, keep listening, and keep making a difference.

Keep it Real Folks!

Your partner in life, business, and success,

Mark  Lyford

The Heartbeat of Every Company: Our Customers

About The Author