The service industry is considered a smokeless industry and is experiencing tremendous growth today. Here, the products created and sold are determined by human emotions—the emotions of both buyers and sellers. So how can businesses attract and retain customers in the shortest possible time?
In other industries, products are tangible. Therefore, evaluations and purchasing decisions happen quickly. In service businesses, however, the company's primary product is the experience. This is difficult to measure and can easily change according to customers' psychology. At the same time, it is the key factor that attracts customers and earns their satisfaction.
So how can you impress customers and make them always remember you?
1. How can you get customers to decide to buy on their very first visit?
This step is very important because it helps businesses build relationships with customers, alongside product quality.
Of course, during this first encounter, 70% of customers will decide whether to return for a second, third, or subsequent visit. Therefore, choosing the right “magnet”—the person who attracts customers—is extremely important.
Professionalism and a genuine desire to solve customers' problems will help you earn their trust. Employees need to be open and friendly, creating a sense of comfort for the people they interact with. Moreover, they must understand the product thoroughly and handle situations flexibly.
In summary, those considered the company's “front line” need negotiation and diplomacy skills. If they can read customers, they will be valued even more highly. They need to behave professionally, possess solid knowledge, and have strong skills. This is the crucial first step in making customers confident about using a product or service, even though they do not yet know its quality.
2. So how do you know who is suitable?
We can assess people through observation, communication, and our own impressions. Managers can certainly identify “who is suitable.” However, based on intuition, leaders' assessments tend to be subjective. This may be because the manager and employee are very close, or because they have not interacted long enough, making the assessment inaccurate. In addition, employees may possess other skills and strengths that they have not yet had the opportunity to demonstrate. When recruiting new personnel, we cannot identify strengths in a short time or through interviews alone.
However, if a business chooses psychometric measurement methods to identify personnel, this helps the business make more accurate decisions grounded in science. In particular, when facing major customers, communication skills combined with professional knowledge help employees appear confident and professional.
3. What is the fastest, most optimal, and most effective solution?
Psychological assessment tests Uchida-Kraepelin (UK test) are considered highly useful tools for many businesses and recruiters. The UK test has demonstrated accuracy, scientific validity, and convenience, allowing many people to take it at the same time. It has been developed for more than 70 years and used 63 million times in 14 countries.
Alternatively, the workplace personality assessment Trait-map OD-TOOL decodes workplace skills. The assessment helps businesses conduct an in-depth analysis of skills in persuasion, negotiation, and reading other people. As a result, businesses know how to utilize personnel appropriately and effectively, while employees gain confidence in applying their own abilities.
Measurement is a scientific and rapid method that helps businesses connect with customers, build relationships, and retain them effectively through the most suitable personnel.
Contact Quest today for consultation on capability measurement solutions!
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