Not merely bathroom talk

In many instances, there are ways in which clients do not enjoy the measure of respect and courtesy from the business establishment – yet the client is expected to not only repeat business, but to assist with the expansion of the business prospects.

Many times, what may be considered as simple and nonconsequential to an establishment may be viewed as very important to the client, the crux bearing on the establishment to identify various ways of ascertaining what is important to the client and attempting to achieve this goal. This is where simple client feedback mechanisms are extremely important, as what is important to your client must become important to the business organisation. I recall some years ago, I visited a banking establishment with my son, who at the time was but a very young child. During the period in the establishment, he needed to use the bathroom. However, we were advised that this was not possible as there were no such facilities for the clients.

I am certain many persons may have had similar experiences in various humancentred establishments. The important detail here, particularly for such establishments is to remember the circle of commerce. You are reliant upon your clients for business, and your client is reliant upon you for the transaction and management of their business – it is or rather should be a symbiotic arrangement. However, in some instances, business relationships tend to take the client and his/her business for granted. Businesses are reminded that in order for the relationship to remain symbiotic, the requisite emphasis must be placed upon ensuring the customer’s convenience is always taken into consideration. These matters should become standard business practice, embedded into the ethos of every client-centred organisation.

The point of this discussion is to underscore the importance of treating customers with dignity and respect and providing for the most basic convenience to clients, particularly organisations that require clients to wait in lines for service. Business organisations must remember that persons entering their establishment are human beings with human requirements, and in like manner, where each year these organisations add various percentile increases to the client service tab, this service tab must go both ways.

It is beyond unacceptable that clients of some of these organizations are expected to stand in exhaustive lines, sometimes without the courtesy of potable water, and then this is exacerbated with no restroom and other basic facilities. It is equally disturbing that these organizations are allowed to continue to function with such impunity. Such basic requirements should not be the exception, but should become the norm in terms of building codes and requirements particularly if the organisation is expected to be heavily transnational.

I am certain, many persons can cite their very own experiences in such establishments, and perhaps you should! The receipt of such feedback provides valuable information to the business organisation, and any forward-thinking professional will welcome a constructive intervention anytime. Proactive convenience that respects and understands client requirements both directly and indirectly related to the business experience impacts on the bottom line in a number of ways. In addition to increasing client loyalty, the relationship becomes bolstered, as the value added becomes immeasurable.

On the other hand, always remember clients share negative experiences at least 13-times over.

Let this be your guide.