Being in the janitorial business for almost 30 years, I have learned quite a bit about customer relations, most of it the hard way. When I learned to respect my customers as guests, actual guests in my business, my entire approach to customer relations and my customer relations itself improved considerably. I'm quite happy to share with others what I have learned. It can be applied to a service business, a retail store, or in fact, any business.

Wherever you meet your customer treat them as a guest whether they come to you in your place of business or you are in their office or business. Treating people as a guest is really a very natural response. We all learn the basic skills by watching our parents and teachers growing up. It's a skill that can always be improved upon with practice, by watching other people who handle themselves well with customers and even by reading books, publications and articles like this.

When you first arrive or they come to you, welcome your customer quickly and enthusiastically. You only have a few seconds to make them feel appreciated and comfortable. A big smile, a gracious hello, an offering of a cup of coffee or to help them with their coat are all part of this initial greeting. They are a guest so welcome them as such.

Use their name! Dale Carneige in his book "How to Win Friends and Influence People" says there is nothing sweeter in any language then the sound of a person's name.....their name. Use their name often and from the start of the meeting. If it is an older person or a more formal relationship use their last name and address them as "Ms. Wilson" or "Mr. Smith" until they have permitted you to use their first name. If it is someone closer to your own age or you feel a first name basis is appropriate, use his or her first name and use it often. Always remember, people love the sound of their own name and they appreciate your use of it.

When a customer has come to you with a problem, this is a true test of your skills in treating them like a guest. Always take care of your customer by listening quietly. Ask questions only for clarification. Be interested, concerned and understanding. This is how you would want someone to be if the roles were reversed. Even more important, remember that by the customer coming to you with a problem or concern, it is evidence they wish to maintain a business relationship with you. It is actually much easier today to just switch vendors. By handling this meeting well and addressing their concerns as warranted, your relationship with this customer will only grow stronger.

Never take a customer for granted. Even if they are wrong, they are still a customer and still a guest in your business. Always treat them with the same respect and dignity you would want for yourself if you were their "guest." You've heard it before but it is worth repeating, a happy customer will recommend you and be happy to refer you to others. But an unhappy customer can't wait to tell others of their bad experience with your company. By treating them as a guest, even if they take their business elsewhere, they will respect you for the way they were treated.

Be quick to say thank you and to send Thank You notes. Whenever a customer buys from you, hires you, refers you to someone else or performs any act of kindness or assistance, thank them and send them a handwritten thank you note. The note should be mailed within 3 days or sooner. Your customers stop and read these notes and it makes them feel good and feel good about you. Nowadays with email and faxes and voice mail, a handwritten thank you note has even more meaning and more impact.

Always invite your customer back! Just as you would encourage a guest to come back and visit, do the same with a customer. In the supply end of the business, its very easy to encourage a customer to "hurry on back" if they need anything else or have any questions. With a janitorial service, always remind your customers that you are always available should they need to reach you. This assurance when parting reminds them they are always a guest and they are always welcome in your business.

So the rules are really very simple: Welcome your customer as a guest, use their name often and repeatedly, take care of them when there is a problem, always treat them with respect, thank them often and quickly and always invite them back. It's the way to treat a guest, the way you would want to be treated and the way to keep a customer plain and simple!

You can apply these rules directly with your web site by making it easy for your customers and clients to communicate with you. As your guest, you are always available. Connect your web site to a paging device to receive instant messages from your customers. Create a "Communication Log" right on your site so your customers can always contact you and bring something to your attention. Use your web site to publish newsletters and even news events of some of your customers. As your guests, you want to let others know of good things happening in their businesses and in their lives. The most important thing here is to always keep the communication door open, keep the relationship strong and respectful, and to always treat them as a guest.

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