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AIN’T WE WONDERFUL!
It may come as a surprise to you to discover that customers don’t buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or put your children through college. You think this is a joke? Recent research shows that something like 60% of businesspeople place more importance on what they will get from a transaction than on what their customers will benefit.
In essence, their profitability is more crucial to them than is customer satisfaction. And it shows.
If you are in any doubt about this, cast your eyes over the myriad of ads, brochures, websites and so on that major on the successfulness of their organisation, as opposed to the benefit their products or services might be to the customer.
Certainly, they pay lip-service to customer satisfaction, but beneath this thin veneer of eye-shine is the belief, probably implanted at birth, that their bottom line takes precedence over everything.
Oddly, advertising agencies are among the worst offenders in this respect. Their promotional material illustrates what great work they have done, and states how many millions they billed in the last financial year, but none (and I mean none) tell you how much product their efforts have helped shift. To put it another way, none bother to demonstrate what benefit their services have been to clients.
The moral is clear. Rather than thinking what your customers can do for you, think what you can do for your customers. With this kind of philosophy, your profits will take care of themselves.
Patrick Quinn is a copywriter, with 40 years' experience of the advertising business in London, Miami, Dublin and Edinburgh. Over the years, he has helped win for his clients just about every advertising award worth winning. His published books, include:
The Secrets of Successful Copywriting.
The Secrets of Successful Low Budget Advertising.
Word Power 1, 2 & 3.
© Markethill Publishing 2005.
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