Tick Yes

Why do some relationships go sour? Disappointment happens when people’s needs, wants and desires go unmet. The relationship between business owners and their customers is no different to an intimate relationship between two people. The expectations are the same and the outcome of the relationship, positive or negative depends solely on those expectations being met.

Just think of the consequences of an unfulfilling relationship – loneliness, anger, hurt and frustration. These are the same feelings you risk causing your customers if you do not meet their expectations. At the most basic level it is vital to; talk, listen, hear and respond to your customers. Human beings are powered by emotional connections not reason; you need to forever make them feel valued and important.

Many relationships go adrift because the spark goes out; don’t let that happen in you business relationships.

How you connect with someone determines the success of the relationship. There are three things that are absolutely fundamental to any nurturing relationship. We consider these to be the three R’s of Romance they include: Respect, Reciprocity and Real Communication.

Respect is the main building block of any successful relationship. For example at my local newsagency I am made to feel like a guest of honour each time I walk through the door; ‘Peter how are you? I have a great article that would be of real interest to you’. Not only am I respected but I am made to feel special. I know that I can get my magazines cheaper if I subscribe directly but I would risk losing the strong connection that has been developed.

Reciprocity – is the balance within a relationship. It is expressed by the nature of give-and-take, when a customer chooses to do business with me they have certain expectations of what they will receive. Besides providing a great product and service a relaxed environment needs to be developed so that customers are free to voice their concerns and provide feedback without being ignored.

Don’t let your customers feel disconnected. Each person must consider and try to honour what the other person needs.

Real Communication – you simply can’t relate without communicating. Real communication is the expression of feelings, fears and desires; discussions of problems, needs and concerns. This goes back to fostering an open environment so that feedback can be gained and constant efforts are made to meet needs.

Our most intense feelings are involuntary, falling in love just happens, and when it does it is very strong. Romancing the customer works the same way by engaging the emotions and helping to develop a life-long commitment. The only way to transform business is to use Romance.