Posted by Meredith Estep on Wed, Jan 20, 2010 @ 01:29 PM
Making your customers feel important is a tremendous step in building customer loyalty. How do you know what customers want in order to feel important? While each individual is different, there are six definitive ways you can make your customers feel important every time they interact with your business. 1. Know Your Customer's Name
Know thy customer! If you or your service team regularly meets customers face-to-face, then practice learning and memorizing names. Every time the customer returns to your place of business, they are greeted by name, making them feel like they are royalty. 2. Treat Each Customer as Your Best Customer
Customers want to know they are valued by your business. No customer should be an interruption. They are the lifeline of your business and should always be treated as such. Train your service staff to give complete attention to a customer. Let the customer know that their needs are the most important item of business at this very moment. 3. Smile Genuinely
Why is it so hard for some service professionals to smile? A dour-faced service professional will accomplish much less than one who is friendly. Be sure that you and your service staff practice giving a smile to every customer. 4. Resolve Issues Immediately
If you have a customer with an issue, resolve it immediately. Nothing makes a customer feel valued and important than when you drop everything to solve their problem. Avoid saying, "I'll see what I can do." Sometimes it is necessary to get back to a customer at a later date, but if there is an immediate solution available, do it now.5. Be Proactive
Making customers feel important also means that you anticipate their needs. Do you know that Mrs. Smith likes to have a coffee waiting at her table? That Mr. Jones requires extra legroom? Think ahead of your customers. Know what your returning customers need are and be ready to meet them. Though you may not know all the needs of new customers, try your best to read them and anticipate what they may need. Do not be afraid to ask what else you can do to make them happier. 6. Say "Thank You"
Your mother probably taught you this fundamental rule, and it is certainly good advice. Always say "thank you" and use the customer's name whenever possible. By acknowledging that you appreciate their patronage, your customers will know they are valued.
Valued customers are your loyal customers. Make the effort to make them feel important. With each positive impact you make on a customer, you will be rewarded - not only with their business, but by referrals and a reputation that precedes you.
- Meredith Estep
Posted by Meredith Estep on Wed, Dec 16, 2009 @ 09:21 AM
The recession that began in 2007 has hurt the bottom line for many companies and industries. Layoffs, unemployment, and reduced consumer spending all contribute to dismal sales.
Although consumers are spending less, you can still maintain your revenues through one simple step: providing your customers with fantastic customer service. By building an emotional rapport and meeting the needs of your customers, you will develop a deeper loyalty that will pry open even the tightest wallets.
It Costs You Less to Retain Customers
During a recession, it is very important to consider the cost of acquiring new customers. On average, the cost to acquire a new customer is five times the cost of retaining a current one. Keeping your existing customers happy is one easy way to minimize recession effects.
Make the effort to get your customers back to your business. It may mean spending a little more time on average for each customer, but the returns will be worth the effort, and your business will emerge a continued powerhouse with a reputation for customer service when the recession ends.
The Service Culture Realized
Do you have an existing customer service culture that gleams? Or do you need to polish your service strategies to get back on track? Here are some tips to keep your business customer service oriented during a recession:
- Ask Politely about Placing the Customer on Hold - If your staff is currently managing dozens of phone calls, you should still ask politely, "May I place you on hold momentarily?" You should then wait for the customer to respond before actually pressing the "hold" button. This is a much better customer service approach than the standard, "Hold please" that too many customers hear on a regular basis. Try to never keep a caller on hold longer than a few seconds. Even if you need to keep them holding for a little while, make sure to check in with them and provide them updates.
- Create an Experience - Too many customer service representatives today are curt, use incomplete sentences, and provide the bare minimum amount of help. Each time you interact with a customer, you have an opportunity to create a positive experience. Instead of simply addressing their problem or questions, create an overall experience that is warm, friendly, and personal.
- Remember the Customer's Name - Whether you talk to them live and in-person or over the phone, always get the customer's name and use it frequently during the conversation.
- Always Ask If There Is Anything Else You Can Do - Meeting the current needs of a customer is never enough. Always ask if there is anything else you can do. By showing that you are happy to go above and beyond, they know they can trust you and will reward your business with loyalty.
- Provide an Acceptable Solution - Sometimes you are not able to get the customer exactly what they want. The key to remember is not to tell them what you cannot do. Rather, tell them what you can do. Provide alternate solutions to problems, and try to offer more than one alternative. Give the customer a choice. By being flexible and offering to do something to appease a customer, he or she will be grateful.
- Always Thank The Customer - Whether the customer has been aggressive or grateful, never end the conversation without saying thank you. A simple thank you will let them know you value their patronage.
There are hundreds of things you can do to improve your customer service culture. With consumer spending behavior being conservative, you want to let them know that you appreciate them spending their hard-earned money with you. Embrace the customer service culture in your business, and you will enjoy the results.
- Meredith Estep