I wish to address the subject of the damage we can do to our enterprise unless we diligently comply with ethical practices and treat our shoppers as our first priority.
I have observed that clients seem to have been relegated to ‘nuisance’ status in some firms – individuals either to be ignored or put on hold until a more handy time. I am not talking in regards to the many companies that are started with the only real goal of making profits, with no concern for the folks or planet. These companies had been never ethical in the first place, and by virtue of their damaging products and/or services probably never will be. I’m talking about companies that started because of a passion, that wanted to make a difference, but by way of lack of thought, or bad management, have fallen off the ethical ladder and at the moment are a source of frustration and disappointment to those that deal with them.
It makes me wonder what went flawed within these firms, why they dropped the ball. It doesn’t make sense to mistreat or underworth clients – they’re, after all, the source of income. No clients, no cash, no business!
My experience of dealing with such companies has really clarified what not to do in my own business. This is what I’ve learned about tips on how to run an ethical business.
Do not forget that You Are Just One Link in the Chain
Enterprise dealings are hardly ever confined to just you and your client. If you happen to supply products you have got suppliers, and your shopper may even produce other companies and other people linked to them. Whenever you let a shopper down you are usually letting down a string of other folks of whom you are not aware. You is also responsible for your client being perceived as unprofessional, as they couldn’t deliver on their promise because you didn’t deliver on yours.
For instance, I lately purchased an item online. The order went via, payment was taken however nothing was delivered. Nobody contacted me and I eventually ended up phoning them. They weren’t aware that my parcel hadn’t been delivered. The firm they had contracted to deliver it had apparently tried twice – they did not leave a card either time, and I was really at home on the instances recorded. Because of this I ended up cancelling the order. It might have turned out very otherwise if:
The seller tracked all their orders and confirmed delivery
The delivery company had tried harder to deliver the parcel or left a ‘You Weren’t at Home’ card
The delivery company had notified the seller, so they could contact me themselves
As delivery wasn’t handled as a priority by either company, it didn’t happen. They each acted as disinterested people, fairly than as a workforce with a typical goal.
Communicate
Communication is so important. Answer phone calls, emails and questions – do not leave your shoppers wondering what’s occurring, and potentially cause them stress and worry. Some questions may appear trivial to you, however they clearly aren’t trivial to your client or they would not have asked them.
If your company is one that gets asked the identical customary questions again and again, make positive you will have a list of solutions ready.
The problem with lapses in communication is that trust gets eroded, and you may find yourself dealing with some very indignant and frustrated clients. Believe me – that will take up a lot more of your time than in case you had kept in touch in the first place.
You are running a business, not the Secret Service, and your purchasers must know!
Tell the Fact
Always tell your shoppers the truth, don’t string them along. If you do not have the product they need in stock, or you can’t provide the service they require proper now, inform them. Sure, you might lose their business in this instance or they might be prepared to wait, but you might be leaving the decision up to them and that is where it belongs. The vital thing is that they are going to bear in mind your honesty and could send other enterprise your way. If you tell them lies with the intention to keep their business, that is perhaps the only business you will ever get from them – and when you’re really unlucky, your shortcomings may end up doing the rounds on social media.
Don’t Forget that Your Purchasers have Lives Too
This is particularly important to remember when you have a company that impacts different people’s companies in a big way. That without your product or service the business cannot function. It is a good suggestion on occasion to think about what effect your actions are having – are you uplifting your shoppers so that their lives are enhanced by their association with you, or are you pushing them towards bankruptcy?
Have a Back Up Plan
Life is unsure and full of surprises, so protect your consumer’s pursuits by giving them an alternate contact in case you’re unavailable.
If somebody has paid you for a service, then it is only polite to allow them to know once you plan to be away from the office, if it is likely to affect them in some way. An e-mail after the event, apologising for not being in contact because you’ve been off skiing, just isn’t likely to be received very well.
Keep to Deadlines
Do not pull deadlines out of thin air because that’s what you think your shopper needs to hear. If you can’t finish the job by Friday, do not inform them you can. Look at the information and figures, understand what is feasible and, for those who can, add a day or so just in case of hiccups. You will then get brownie factors for being ahead of schedule.
Tell them if something crops up which will cause delays. Don’t faux it’s of no consequence. You do not know what impact the delay can have in your client. If they’re aware of it, they’ll deal with it in a well timed fashion at their end.
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