How to do a good job in customer management of gas stations?

The significance of customer management is to satisfy customers, and the result of customer satisfaction is to increase the sales of oil and non-oil products in gas stations. Only by selling more can profits be realized. Only in this way can our enterprise be in an invincible position. Our employees can live a well-off life. So what should customer management pay attention to? According to my years of work experience and the actual situation of gas stations. It should be carried out from the following aspects.

First, do a good job in quality service.

Without quality service, no matter how many customers you contact, it is equal to zero. In practical work, it should be realized by establishing the service concept of "customer first", establishing a complete service standard, evaluating service satisfaction and strengthening the behavior mechanism of service satisfaction. While providing customers with high-quality oil products, gas stations should also provide customers with high-quality services, so that customers can get the greatest satisfaction and become the most loyal and long-lasting customers of gas stations. Through high-quality service, we can eliminate customers' worries, maintain the image of petrochemical products in customers' minds and improve the reputation of gas stations, which requires us to understand customers in depth. Only in the process of in-depth and meticulous contact with customers can we truly understand the needs of customers, so as to improve customer satisfaction, including writing letters, making phone calls, sending text messages, visiting at home, and filling in survey records. Conduct business friendship from time to time and irregularly. Strive to increase more opportunities to understand customer needs, ideas and expectations. Try to satisfy them as soon as possible.

Second, establish and improve customer files.

In our gas station, every employee is required to develop at least 5 new customers every month (regardless of sales volume) and make a customer management summary once a month. Organize all customer data, and input the files and data of major customers into the computer. Customer's name, detailed address, telephone number, postal code and fax number. Name, preference, native place, home phone number and vehicle information of the person in charge of the enterprise. Average monthly fuel consumption, customer reputation, development trend, etc. On the basis of clearly grasping the dynamics and characteristics of customers, treat customers according to specific conditions. Hierarchical management and design. Further expand sales and provide better ways and means. Pay attention to pre-sale, mid-sale and after-sales service. First of all, we should strengthen the training of our own employees. Gas stations should constantly look for important customer groups, tap their needs and classify them. In order to solve these problems, employees should be trained. Make them have skilled sales skills and knowledge. Good at understanding customers. And clearly convey information, can actively carry out various on-site service business. Be able to respond to customers' questions quickly. In the sales service, we should do a good job in quality service. Including every word and deed, every move. Make it have a suitable and attractive atmosphere and environment for customers. Improve customers' desire to buy physical objects. Strengthen on-site management. In order to find problems in time and solve them in time.

Third, establish and improve the customer complaint system.

Many units do not pay attention to this aspect, but this is not a complaint; If it can't be solved in time, it will often lose one or even a group of customers. We will set up a report mailbox, a complaint record book and a complaint telephone number at the gas station in order to fully listen to customers' opinions and deal with customers' complaints in time. After receiving customer complaints, I will solve them from the following points: 1. First of all, I apologize to the customers for the inconvenience. 2. Be flexible in response, repeat customer complaints in your own words, and be sure to understand customer complaints. Gas station management network, if you can't tell customers that you are willing to do everything possible to solve their problems. 3. Pass on customers' ideas. When you have some communication with customers, emphasize that their problems have attracted your attention and give them a chance to correct them, so as to make customers happy. 4. After knowing the situation, it is really because of us. Do your best to satisfy customers (report to superiors in time when you are overwhelmed) to solve customer complaints. You can do some extra things, including giving gifts and making up for the unpleasant things that have happened as soon as possible. 5. After the problem is solved, see if the customer is satisfied. In this way, within one week after solving the complaint, you must call back to wait for the formal test and ask the customer again whether the solution is satisfactory. 6. Hold staff meetings regularly to solve various problems of customer complaints. Analyze the causes, preventive measures, determine the responsible person, handle and educate. Starting with technical measures and service measures, try our best to solve all kinds of complaints from customers.

Fourth, pay attention to customer churn and repeated purchases.

This requires us to deeply understand and analyze the reasons for customer churn. Take necessary measures to prevent other customers from losing again, contract to individuals, and individual customers will do the work. Try to get the lost customers back and re-establish cooperative relations. In addition, we should pay attention to the repeated purchases of old customers. Practice has proved that retaining 2% old customers is equivalent to reducing the sales cost of 10%. The cost (energy, language, etc.) of winning a new customer. ) is six times that of guaranteeing every customer. A dissatisfied customer will affect 25 people's desire to buy. Accordingly, gas stations must try their best to retain customers. Thus, in the operation of gas stations, it is very important to seize customers and establish and improve customer files. The core of sales business development lies in expanding business, analyzing the market, grasping customers, occupying the market, enhancing marketing ability, and constantly improving and perfecting in the development of enterprises. Make the marketing work scientific, standardized and standardized.