Research Paper on Maximize Client Relationships: A Key to Service Industry Success

Introduction

Being a member of a team, I have realized that there is a practice that the organization can adopt and enable it to win more clients in the market. It is a practice that the firm has not been utilizing and I believe its application will yield positive returns in the short and long term. The organization operates in the service industry an indication that much of the sales are made by having a one-on-one interaction with the buyers. Therefore, there is a need to ensure that there is a positive and happy exchange of information to leave the customer satisfied with the quality of service offered. The new practice is approaching the clients visiting our entity in a personalized and positive way. I believe that customers who feel free to buy with our firm will form a loyal client base leading to continued sales all the year round. The management should consider following these steps and training the rest of the workforce on the way that they are supposed to handle the clients when they visit the business.

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Steps to Implementing The New Practice

The steps followed in implementing this new practice should begin from the moment that the client makes the first interaction with the business either through walking to the company, making phones calls or sending emails. The image presented at the first time of interaction is crucial, and it is the reason that keeps a customer coming back to an entity, or it may keep them away. The first ten seconds are crucial, and they determine the way the rest of the business transactions will flow. The first issue is approaching the clients politely and in a personalized way. Every customer should be handled by a happy employee who is committed to the service that they are offering for this will make the clients feel appreciated. High-quality service should be offered irrespective of whether the client made any purchase or not (Pappas, 2018). The amount of goods bought should also not be a defining factor of how a client should be handled. It is a common occurrence to find that the client who makes the largest purchase are handled much better than the others, and this should not be the case.

The second step involves probing politely to have an understanding of the client's needs. It is demoralizing for a client to keep explaining about a certain commodity that they need in a store, and the seller does not seem to understand it. Having a series of open-ended and closed questions is critical for this enables the workers to march the customer with the right product that they need, and this should not be the most expensive item.

The third step is implementing this new practice, and the customer should receive offers and have a solution to the issues taking them to the stores. The customers will always have trust with the company and understand that whenever they have an issue, they can visit the company and their problem will be sorted out. The workers should work towards enriching their client's lives in addition to offering them services. The customer should leave the store happier and more knowledgeable. Managing to access the right information that they did not know will lead them to form a connection with the organization as a source of knowledge which is the most important thing in life.

The other step is learning to listen and offer solutions to the matters raised. Being attentive enables the seller to understand the clients' wants and offer the best deal that will make them happy and satisfied. The clients usually present what is regarded as "unexpressed" wishes, and the support staff in our organization need to be trained on the way that they can handle these concerns and this is why it is critical to ask relevant and important questions. The last part of the new practice happens when the client is leaving the premises, and in this case, the workers can wish them well and offer them the opportunity to visit the stores in the future (Bilgihan, Kandampully & Zhang, 2016). There is a high chance of a client recommending the brand of a company if they feel that they have been handled well and the products bought will solve the problem at hand.

How Change Comes About in the Workplace

Over the years, I have realized that the workers are always ready to adopt any changes and implement them if they are improving the quality of services they are offering the clients. There is a positive correlation between the growth of the company and the staff members an indication that they know their profile in the business world will improve when the company's performance rises. Therefore, in this case, they will be willing to undertake the training.

Company Policies

Employee conduct policy is one of the procedures that is adopted by the organization to assist in managing the way that the workers' interest with each other and the other parties visiting the stores. It also covers the responsibilities and duties that they are supposed to fulfill whenever they are under employment with the company, their dress code, behavior. In such cases, it means that the issue of being polite and courteous to the customers is covered in this policy. There is a need to observe privacy, confidentiality and fair treatment irrespective of the religious, racial, or gender affiliation. The workers should be ready to serve any customer who visits the stores and meet their needs (Alton, 2017). A supervisor may prove to be crucial in this case as a way of ensuring that all the policies are implemented and that there is a cordial relationship between all the stakeholders interested in the services offered by the firm.

The Reasons Why Change Should Occur

Offering personalized services is the latest trend that firms in the market should undertake for they stand to gain a lot by engaging in the practice. According to an article by Samuel Edwards titled Why Business Personalization is the Key to Long-Term Success, the market is no longer operating on the old models of doing business regarding offering products to the consumers. For an organization to remain relevant, they must ensure that they are moving with times and any positive changes in the market is incorporated in the production process as a way of keeping pace with the rival entities. Failure to change will lender an organization obsolete and it will not manage to compete effectively. The author states that personalization is the latest procedures that companies are using to attract clients and keep them. Edwards states that the main reason that such changes should be adopted is that they will enable a client to purchase the product that they need and not the one that is in the store. The author gives an example of organizations that have adopted the strategy leading to a lot of success which are Nike, Pandora radio and Coca-Cole. These are multinationals, and they are managing and willing to use the practice an indication that it can work no matter the client base that an organization manages. There is a possibility that they have managed to remain relevant and control a broad market due to their ability to connect with their clients and create that personal touch. Edward states that the main reason why it is crucial to personalize is because of the need to attract, retain and collect.

Conclusion

To sum up, it can be argued that offering customized services is one of the strategies that can be relied on by organizations to improve their sales. Handling the clients, advising them on the product to purchase and presenting them with a solution to the matters at hand are some of the issues that creates customer loyalty. It has been found that a significant number of established businesses in the market, such as Coca-Cola and Nike have been using the practice to win and retain customers. The procedure has been there in the market for some times and firms must move with the changes experienced in the market failure to which they will be rendered obsolete.

References

Alton, L. (2017). 3 Ways to Give Your Customers the Personalized Experience They Expect. Retrieved from https://smallbiztrends.com/2017/04/personalized-experience.html

Bilgihan, A., Kandampully, J., & Zhang, T. (2016). Towards a unified customer experience in online shopping environments: Antecedents and outcomes. International Journal of Quality and Service Sciences, 8(1), 102-119.

Edwards, S. (2016). Why Business Personalization is the Key to Long-Term Success. Retrieved from https://www.inc.com/samuel-edwards/why-business-personalization-is-the-key-to-long-term-success.html

Pappas, I. O. (2018). User experience in personalized online shopping: a fuzzy-set analysis. European Journal of Marketing, 52(7/8), 1679-1703.