LETTER | Building strong customer relations on trust and integrity

LETTER | I would like to share an experience I recently had at a clinic in Rawang that reminded me of the value of good business ethics in building customer loyalty.

As a regular customer, I want to stress the significance of building strong relationships with customers based on trust and honesty, especially in today’s world where negative experiences can quickly spread on social media.

During my last visit to the clinic with my mother, the doctors prescribed her four different medications for a sore throat, which came to a total of RM110.

Although, at that time, I did at the back of my mind feel as if the price was a little high compared to what I usually pay for my own skin treatments, I decided not to make a fuss and paid the bill since my mother was satisfied with the treatment and consultation she received.

However, the clinic surprised me the next day by calling to inform me of an error in their system, and they wanted to refund me RM30.

The refund was almost immediate and this unexpected act of honesty (which they could have just kept quiet about) impressed me and reinforced my belief in the value of businesses that prioritise their customers’ trust and loyalty.

In today’s era, businesses are increasingly prioritising profits over customer satisfaction. Therefore, it’s essential to acknowledge and appreciate businesses that continue to operate on the core of good business ethics.

These values set an example for others to follow and create loyal customers who not only continue to support the business but also recommend it to others.

I strongly believe that these loyal customers are the backbone of any business and they are far more valuable for the long-term success and sustainability of the business than any other form of advertising or public relations.

In the long run, I believe that businesses that prioritise their customers’ trust and loyalty are the ones that thrive and succeed.

In conclusion, I urge businesses to prioritise honesty and integrity to foster strong customer relationships based on trust.

These values not only create loyal customers but also promote positive word-of-mouth advertising and long-term success, an example being myself.

The views expressed here are those of the author/contributor and do not necessarily represent the views of Malaysiakini.