Interview with Innocentia Motau – Maritime School Patron

Published May 22, 2018 | By Admin

Everyone would like to be successful but how? Here are my personal steps to success that I am trying to implement in my life as much as possible. However people do fall short of what they say they are all about at times, so a rule-book or game plan can keep them focused. I hope it can help you as well.

1: EXCEED THEIR EXPECTATIONS

Go above and beyond expectations to ensure the highest level of customer satisfaction. Combine top quality service and products with hands-on and attentive customer service. This level of service will build a rapport with your customers, which in turn should create customer loyalty and long-lasting relationships.

2: GETTING PERSONAL IS GOOD BUSINESS

I don’t believe in separating business relationships from personal relationships. When my team works with a client, we really try to get to know the team well, go out for drinks. It’s nice to work with people whom you like both professionally and personally, and it helps in creating long-term bonds.

3: STAY IN TOUCH

Even when your customers are not buying, you need to stay in touch with them so you are top of mind. I suggest touching base once a month by phone, letter, or electronic. I love finishing my conversations by asking, “Is there any way I may be of service?”

4: LISTEN TO YOUR CUSTOMERS

The more you listen to your customers and demonstrate that you truly value their opinion, the more they’ll support you and your company’s mission. Consistently communicate that you value your customers’ feedback and you appreciate their voice and opinion. Let them know their voice is always being heard.

5: BREAK RULES

I find that being willing to break my own rules is important in maintaining relationships with customers. Delivering value is vital, of course, but that’s the default exchange. When something goes wrong, or when you can deliver a lot of extra value by breaking your own rules, the customer appreciates that, and it shows you’re there for them on multiple levels (and don’t see them as a number)