CRM What's That ?

The large corporations have a new term called CRM which is short for Customer Relationship Management, They have meetings and classes for their middle management and employees to teach them the basics. Their problem (with a few exceptions) is that they don't execute what they preach. They don't reinforce the principles that make customers happy and satisfied. They treat everyone the same and expect them to all follow the same buyer procedures.

Think about all your friends and relatives, can you find even two that are the same? Even two that want to do the same thing the same way at the same time? So how can you expect your customers to line up like a row of ducks following their mother? They will always be looking for a way to escape when the opportunity presents itself. And once they are gone, it's extremely difficult to get them back. You want customers to buy from you because they want to, not because you want them to so always be flexible when dealing with them.
More on customer service in my new book "90 Days to Success as a Small Business Owner" available everywhere.