How to Win Customer and Client Loyalty

Let's accept the fact. In running a business, you may not be able to make every customer happy, though your business ideal could be that. Every business will have its share of missed delivery schedules, occasional supply of a sub-standard product or rendering a service below par, a stray failure to keep up the warranty commitment or difficulty in satisfying a hard-headed customer with insatiable demands.

Discounting such stray human faults, what a shrewd businessman can really do is to concentrate on major customers and offer the best possible service to them. According to Parato's law, a thumb rule applicable to most of the businesses is that about 80% of the business revenue would normally come from about 20% of the customers.

Just by by fine-tuning all your efforts to meet the expectations of your major customers who really matter a lot to you, you should be in a position to win their loyalty. In other words, make sure that you matter a lot to those customers who matter a lot to you!

Here are some guidelines to win customer loyalty:

(1) Understand specific expectations and meet them:

Let me give 3 different scenarios to show how the customer expectations can be different and how they can be met in different ways. You can also observe how "customers who matter the most" are taken due care of.