Home >

Customer Service, Core Demand Is The Key.

2008/11/24 11:30:00 41888

??? 日本語 Fran?ais English 中文

Many things happened at the end of the year.

To sum up this year's business situation, we also plan the next year's business.

It's rare for a week to go to Beijing to attend an annual meeting of the Department of dermatology. Combined with the company's "Dithranol Wax Sticks", I understand the current situation of Clinical Department of Dermatology medication.

On business, staying in hotels is natural.

The author did not choose a hotel in Jiuhua Spa & Resort, but stayed at a chain hotel called Orange Hotel near Asian Sports Village, North Fourth Ring Road. The conditions were good.

In addition to spacious rooms and tidy beds, fresh Chinese oranges served by the waiter are received every day. It is also a relatively characteristic operation in the past two years.

At least every time the writer comes to Beijing, he will think of staying at this hotel and being able to arrive at fresh oranges every day, so that he can remember this Orange Hotel.

In fact, a marketing person like me can't help running around the whole year.

I like to live in an economical chain hotel such as JinJiang Inn, home, and so on. The price is moderate and also has the basic functions of Internet and other morning.

Another point is to value their services.

Of course, speaking of this service, it is more about the communication between the service staff and the writer, so that the hotel accommodation personnel get the core needs: hygiene, quick procedures, and God's feelings in the details.

I remember a noon, the author and several colleagues to an important customer room, because customers do not need to open our room with our ID card, just met a very principled staff.

When we handed in an ID card, we saw her politely hand over to us and say, "I'm sorry, sir. This identity card has been registered. Our system can't be repeated."

At that time, we didn't think much about it. Several people began to dig out their ID cards from their wallet, then handed them to the receptionist.

The embarrassing scene appeared at this time, and she did not know which identity card to receive.

Then silently took a piece of computer on the top of a contrast, handed out: sorry, this has also been used.

Although we were very polite to wait for her to get an ID card, our mood was obviously not as good as it was just now.

So, a salesperson started to shout, "can you hurry up?"

After all, it's not good to keep customers waiting.

At this time, a very smart little girl who was making up tables and chairs in the hall quickly came over: you gave several of the gentlemen who had registered their identity cards to several newspapers, and did not register again, so that they could wait for so long.

So the little girl suddenly realized that she had quickly registered her name and completed the registration formalities immediately.

We were satisfied to go upstairs to the room. The writer looked at the little girl who was talking just now. She wrote four words on the breast board, "duty manager".

This is not a big deal. It has not produced much impact.

However, after I returned to my room, I was still thinking about what happened just now.

Have our marketers made such a mistake?

Our marketers usually talk about customer maintenance or personalized service. Most people understand what customers need and what I offer, which is in itself true.

However, when you truly satisfy the customers and get a higher level, you can implement targeted satisfaction and resolution according to the needs of the customers when the needs of customers have not been clearly addressed to you. This is the core of communication.

The essence of marketing is to satisfy the needs. Therefore, we rely on services or customer recognition to achieve long-term cooperative operation. This is the process of continuously studying the real needs of customers, understanding customers, and implementing targeted import of value.

Such a process also requires our work to do everything possible to find out where the customers' needs are, and find out the real urgency of the customers from the complicated surface factors. When the customers fail to find a good solution, they will help the customers to solve them.

Such demand may be product selection, business model exploration, cost control or internal management. In short, helping customers solve problems in time is the long-term foundation for cooperation between the two sides.

Looking back at the little thing that happened at the front desk of Orange Hotel, the customer led by the author urgently needed to solve the housing problem, and it needed to be fast and efficient.

The first front desk clerk apparently only found our housing needs, ignoring our sense of time.

Of course, these things were discovered by the front office manager. She helped us solve this problem in time with better skills.

Although there are problems of work experience, we find that the core demand of customers is the essence of our marketing.