The key to establishing a relationship with our customers is to have a solid understanding of who they are. First, I do research on what their company offers, their products and/or services, and the industries they serve. This helps me understand what JetCo Federal can offer to each of our complex and unique customers. Also, I like to know what their mission statements and goals are so that I can align with them on a personal and professional level. My goal is always to build rapport quickly so that they see that we are responsive and attentive to their needs. There are three tips that I recommend for building productive customer relations:
- Treat others the way that you want to be treated. This is one of our core values, and we are intentional with how we communicate with our customers. I always try to put myself in their shoes before I respond via email, phone, or in person. In return they respect me, the company I represent, and ultimately, they appreciate the services that we offer their company.
- Smile through the phone. Display an infectious joy that they can feel over the phone, via email, and in person. Even when there are issues that need to be resolved, the goal is to always flood them with kindness and help in any productive way possible.
- Be Intentional. Put an effort into learning about your customers. Ask them questions about their family, weekend, vacations, etc. This allows for connections to develop, which ultimately helps with each interaction.
Customer Relations in the Government Contracting Industry
Keeping strong customer relations benefits our current business, as well as new business opportunities in the future. As a customer service representative and accounts coordinator for JetCo Federal, my goal is to always be responsive, helpful, and productive. It is crucial to be open to learning more about our current order fulfillment processes, our current customers, and their products. In turn, productive customer service relations helps our sales, marketing, and operations teams achieve their goals in helping our customers win. Want to connect with our customer service? Contact our team today.
Ben is the Account Coordinator at JetCo Federal. In this role, he manages JetCo Federal’s contracts, order fulfillment, compliance, and customer relations.