Catering to All Customer Types
“The customer is always right.” “Make the customer happy.”
“Customer service is the most important aspect of your business.”
We’ve all heard these mantras before. They are true. Customer relationships are a vital part for any successful business. However, not every customer is alike. Customers vary because people vary. As a business owner, it is important to recognize and cater to the needs of each specific customer. The first step in doing so requires you to understand what type of person you’re dealing with.
This type of customer wants a personal connection with both the business and product they are investing in. When it comes to their food order, they may feel that what they get is a reflection of themselves. Personal customers often want to share stories and details about their life and their decision-making process is motivated by emotions. They seek to make a personal connection with whoever they are conversing with. Personal customers may ask details about you. To relate best to these customers, establish a connection from the outset and pay attention to how they feel.
Bottom-line customers are quite the opposite. They are more interested in logistics and want to make the transaction quick and straightforward. It is best to divulge in the details but focus on the facts when talking to a bottom-line customer. They will be focused on price and results and not interested in making a personal connection.
Informational customers are a little harder to pinpoint. They may be personal, but the questions they ask will be more about the product versus asking about you. The key word is information. These customers like to compare products and prices. Regarding catering, they may be planning an event, and they are often attached to making it great.
Of course, not all customers fit into a mold. These are just a few examples of customers you may encounter. Listening to a customer directly will help you determine the best way to relate to them. Everyone may be different but they still want the best service.
Written by: Natalie Earhart