A few months ago, like most people, my life, career and business faced an uncertain future. In the midst of this uncertainty, I received a call from one of my clients, Truist Bank, asking me to create a few videos they could share with their numerous clients to help business owners and their teams overcome these challenging times. We created a leadership video, a teamwork video and a video on customer service knowing some watching the videos would be trying to grow their business while others would be doing everything possible to save their business.
In this spirit I want to save you millions of dollars in market research to help you grow or save your business. These are the 3 things customers want from you and your business/service. FYI, if you are an educator, trainer, doctor, nurse, etc. they go for you as well.
1) Make it Simple and Clearfor Me - Customers want simplicity and clarity. Remove the clutter, avoid the confusion and tell them simply and clearly what you do, the problem you solve and how you can help them. Provide your customers with a simple and clear process to engage with you and your service or product. I've seen a lot of restaurants do a great job with this and their takeout service. We've all witnessed Apple do this with the iPhone and Amazon make a fortune with their online business. The more complicated you make it, the more frustrated your customers will get and the more likely they won't want to work with you. The easier, simpler, and clearer you make it the greater loyalty and success you will generate.
2) Coach and Guide me Through the Process - This is essential in service and relationship focused businesses. Customers want someone who will coach and guide them. This is a great opportunity for you and your business to stand out from the competition. By coaching and guiding your customers you earn their trust and become a trusted advisor. During a time of uncertainty, people seek out and do business with the people and brands they trust and they will trust those who coach and guide them. Now more than ever, coach your customers, earn their trust and build a great business.
3) Give Me the Confidence I'm Making the Right Decision - Your customer wants to feel good about their decision. If you believe in your product or service they will believe in it. Demonstrate to them why they made the right decision. Show them great service. Show them great results. In terms of safety, which people are looking for right now, show them how you are helping them be safe.
I hope these simple powerful ideas help you and your business. If you want to watch the free Truist Bank videos I created check them out here (if you don't see the videos instantly, scroll down to the purple "Inspired Business" section).
- Jon
