Thriving For Customers' Loyalty
“The key is when a customer walks away, thinking, ‘wow, I love doing business with them, and I want to tell others about the experience.” – Connor J. Wilson
Interacting with the users of your goods and services are the key thing in the business. They help you to advance, improve, and change whatever it is that they feel will increase their satisfaction. When I joined Water Access Rwanda I was a fresh college graduate. I worked as an intern under the department of operations. Later on, after few months working with both actual and potential customers, I was on boarded and currently working in one of the company’s project of INUMA ™ as an INUMA customer relations officer.
When I wake up every day and think that I will work to ensure that our customers get the best they deserve I prepare myself with enthusiasm and feel energized for the rest of the day. INUMA customers are categorized into 2 different groups. One group is the one that fetch from our public water points (INUMA kiosks) and others are those with private water points (household users). These one specifically are nicknamed INUMA nows and it’s a popular name in the whole company. Our INUMA customers have dreams and ambitions as everyone else. They thrive to have clean water and we make it happen as the company. We work hard in order for them to feel heard and valued and most importantly served properly.
One of the things that we do as INUMA team to ensure customer satisfaction is checking on our super clients every week and doing INUMA field visits. We currently have 27 networks, and 6 of them with INUMA nows. We have our customers’ details, and we communicate with them in any ways which are convenient and easier for them. I check on our super clients daily to ensure that we know what is going on everywhere and these are the people who are top users on their networks. They inform me once there is an issue to be solved, they give their suggestions on what we can improve on the services we offer, and most importantly they help in generating prospects for the company. To make sure that our clients are seen as important people to us we organize field visit and go to their homes and communities. This builds a good relationship with us because they are not only seen as customers but as friends and partners.
Furthermore, to make sure that we are doing things the way our customers want, we do customer satisfaction surveys. At the end of every 2 months we conduct a survey and ask few questions to help us know that we are still on track or if we have gone in a direction that do not please our customers. We encourage our customers to honestly fill the survey and provide as many details as they can so that we know where to help and improve.
Last but not least, there are some improvements that we need to make as team because we believe that it will make a huge impact towards contributing to remove water scarcity. We want to reach at the point where customers turn into friends. We want to reach at the point where solving their issues and responding to their needs will not take more than 24 hours. It’s challenge worthy accepting and at Water Access we believe that all is possible with hard work and GOD.