Haste Makes Waste: Making Time With A Customer
An often overlooked resource is time. So often in business time is measured in dollars like a counter on a gas pump. If the return on time isn’t obvious and immediate, it can be thought of as valueless. Many businesses are using a different system of measurement these days. There are studies being conducted on the value of time being spent matching time taken with the required work of running a business. It is no shock to discover that it is more profitable and more beneficial if companies and service providers can spend more time with clients and customers. Many businesses are outsourcing aspects of the business to payroll service companies, human services providers, medical billing companies, and other business function providers. Many businesses are using the internet for time saving resources with account access, medical billing online, basic information resources, and in depth product descriptions and comparisons. Time is now saved for quality interaction.
Big business knows that time afforded a client is rarely worthless. While a customer may only spend a few dollars, the quality of service can create a loyal customer that will consistently spend a few dollars every week adding up to thousands of dollars over time. A happy customer spending five dollars today will likely contribute more profit in the long run then a disgruntled customer that walks away unhappy after spending several hundred dollars. A key component of creating a happy customer experience is the resourcefulness of the employee in facilitating the customer’s desires.
A company that understands profit is directly related to the front line employeeswill quickly grasp that success has much to do with personal interaction. These are the businesses that educate their employees, and will have too many rather than too few persons on the floor. Knowledgeable employees and a decent associate to customer ratio can provide the best return.
In the health field the more time a a physician listens to the patient, the better the treatment will be. For many doctors the resolving of symptomatic issues is the process of running tests and prescribing medication. This results in unnecessary expenses to insurance companies and unsatisfied customers. The difficulty in seeing so many patients so quickly can lead to time not taken for the best diagnosis with an over reliance on testing over common sense. There have been many children given strong medicines for ADD or Hyperactivity because the Doctor didn’t discover they were eating Captain Crunch and drinking Dr. Pepper for breakfast.
There is a value to time spent with a client or customer . Taking the time to ask and fully understand often translates into making better decisions and discovering the best solutions. Taking the time to really listen is simple. Becoming more skilled in question asking or true communication requires a little time, but saves time in dealing with all the extra problems and unhappy customers. In the long run, wisely used is well worth the effort.
