Business ETHICS and Customer LOYALTY

Actions speak louder than words. It is an adage we have heard for decades – although some of us have not figured out what it truly means. But when applied to business, your actions have the potential to serve as an outstanding representation of what you and your business are capable of.  Your customer interactions set a precedent for your business. If customers experience first- class service, they will come to expect the first-class service in the future. If customers experience poor service, they will not return to your place of business. Consistent first-class service – coupled with unparalleled honesty and transparency – over the course of a substantial period of time, establishes a standard of ethics and customer loyalty. This philosophy seems like common sense, but it can be examined on a deeper level.  

Keep a record of all customer interactions, both positive and negative. 

“Be the example for your employees.”  The record can be electronic or paper-based, but it is important to your business success. You can measure the growth of your standard of ethics, and make certain that you took appropriate action upon those customer interactions that are less than pleasant. You can also look back at the record to determine which customers have maintained the greatest degree of loyalty to your business – and reward those customers. 

 

Ask satisfied customers to provide testimonials. 

While your actions may speak louder than your words, a customer can speak about your actions. The word has to spread – and with that, a standard becomes increasingly established. 

 

Compile a written code of ethics – and stick to it. 

Written ethical guidelines have no value if they are not adhered to. That said, a written code of ethics is still beneficial to your business. It gives employees a framework from which to base their customer interactions on. Be sure to include the consequences for employee actions in the event that the code of ethics is broken. And make certain that you stick to it yourself – the code is a moot point if its writer does not adhere to it. Be the example for your employees.  A high standard of ethics and customer loyalty is difficult to come by today. Be the business that makes such a standard part of its branding.