Masonry Magazine August 2000 Page. 17
Sharpen Your Customer Focus
Are you doing all you can to build strong, productive relationships with your customers-the kind of loyal relationships that will keep customers buying from your company for years and years? To assess your relationships with customers, take this self-test:
1 I use clear-cut customer feedback, not vague perceptions, to gauge my customers' needs.
Yes Somewhat No
2 I know the extent to which my customers are satisfied with my company's products and services.
Yes Somewhat No
3 My customers would say that I have a clear understanding of their needs and goals.
Yes Somewhat No
4 I know how my customers perceive my company versus how they perceive the competition.
Yes Somewhat No
5 Lately, I've communicated with my customers more about improving products and services than about solving problems.
Yes Somewhat No
Scoring
Yes = 10 points;
Somewhat = 5 points
No = 0 points
Total score:
40-50 points: Congratulations, you're doing great!
20-30 points: You need to sharpen your customer focus.
0-15 points: You need to improve your customer service skills significantly (or don't be surprised if your customers jump ship to a competitor).
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MASONRY-JULY/AUGUST, 2000 17