Meeting your customers' needs doesn't mean just matching them to the right product or service, it means addressing their total needs during your encounter. For example, their needs would typically include the following:

• A sense that you value them and that you're giving them your undivided attention, whether their business is likely to be large or small. There is nothing more likely to turn a customer off than the sense that you're in a hurry to finish with them because you're half looking over your shoulder at a more important customer waiting to be served. Worse, that your own business, such as filling in forms or other admin tasks, is more important than dealing with them immediately. Whilst you're dealing with a customer, whether the business is worth Bht50 or Bht50,000, they should have your undivided attention. Everyone wants recognition.
• A comfortable, non-pressured feeling. Customers you subject to the 'hard word' high-pressure sales technique might indeed end up buying something from you, but will they come back? You need to think medium term and long term when dealing with customers, not just about the triumph of the immediate sale. Think: "What is the lifetime value of the customer?" You might judge that the person will never buy off you again, but even if this is true, that person will spread their opinion of your business by word of mouth to others. Far more people will hear about you if the experience was bad than if it was good, because horror stories make for more interesting telling.
• A sense that you're not judging them. The way they dress and look, or their job position, should not influence the quality of attention your give them. A classic mistake is to be offhand to the junior clerk or receptionist , not realizing that these people are often the effective 'gatekeepers' to the people you really want to see. Similarly that shabbily dressed older person you can't imagine being able to afford your product or services might turn out to have a very important son or daughter.
• A sense that you're genuinely interested in their needs. People make up to seven value judgments in the first minute of any encounter. Most of these will be made on the emotional rather than logical level. They will grasp on this sub-conscious level whether your interest in them is genuine or faked and will respond appropriately by continued loyalty or by abandoning you.
• A sense that you're listening to them. Few people are good listeners, so most of us need to work on this aspect. The secret is to practice listening with total concentration and ignore outside distractions. A help here against distraction is to focus on just one of their eyes. Watch their body language and try on your part to use open gestures to show you've been listening. User their name when you talk to them and summarize what they tell you: "If I've understood you correctly, you need…"

          Your overall aim here is to give your customers and clients a 'quality experience' when they visit you so that they are encouraged to keep on using your services and indeed recommend you to others.