Some of the few keys you can use to unlock the door to your customers’ hearts.
Customer is king - this applies to companies in every industry. It doesn’t matter whether you’re selling a product or a service, some form of customer service is involved in your day-to-day business. However, for service providers, customer service continues way beyond the standard post-purchase follow up.
It’s important to understand that you alone hold the keys to your customers’ hearts. Here’s how you can win them over and keep them on your side:
#1 Infuse A Personal Touch
Most customers don’t expect much: they just expect their money’s worth from the service you provide them. This is why it’s always a pleasant surprise to them when you go the extra mile to personalise the business transaction.
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Personalisation involves ‘reading’ your customers in order to understand their preferences and anticipate their subsequent needs. Put yourself in their shoes and ask yourself what would you do next as a customer. Customising the experience will give you a happy customer and, in most cases, gain their loyalty.
#2 Be positive
Instead of saying “this can’t be done by today”, say “I will do my best and get it done by tomorrow”. No customer likes a negative vendor who seems to be incapable of providing them the solution to their queries. You’ll leave the customer unsure, if not angry, if you don’t keep the conversation positive.
Photo credits: Motivation Management Service Limited Partnership
Remember: customers come to you because they have a problem and they’re confident that you can solve it. Your job is to help and prove it to them that you can.
#3 Don’t hide the bad news
Customers should always be informed about an unideal situation as soon as possible as it could jeopardise their plans and budget. However, don’t just present them with the bad news and leave them distraught. You should have a proposed solution ready when you inform them of the problem so you can act on it should they agree to go with it.
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The most important facet of every type of relationship is trust. Being honest and proactive helps you build that trust and credibility with your customers.
#4 Reply their messages
With the blue ticks and read receipts, it’s impossible to use the “must have missed it” excuse. Even without it, no customer query should be left unanswered. What frustrates customers the most are unanswered queries, especially when it involves a purchased service. Not replying to messages also gives customers the impression that you might not be in business, or that you couldn’t be bothered with their enquiries.
Photo credits: Cosmopolitan
Hire someone to help you reply customers’ messages if you need to. These messages are potential customers and business deals waiting to be served.
#5 Take feedback seriously
Even if it’s something as simple as “add a little more salt”, accept these feedback gracefully and make sure you act on it. Receiving a feedback means that the customer was kind enough to take the time out to help you improve on your services. The most you can do is accept it, act on it, and thank them for it.
Photo credits: Provide Support Blog
#6 Always follow up
If a waiter gives you a mint or refills your glass of water after you’ve had a heavy meal, won’t you feel appreciated? The same thing happens when you follow up with your customers post-purchase. Ask them if all is good and if they require any assistance from your company after the service has been provided. Besides making them feel valued, you also let them know that you’re dependable and reachable.
Photo credits: Infinit Contact
It’s easy to get new customers, but retaining them is not as simple. Take time to build a healthy relationship with each of your customers. A happy customer will always lead to higher sales and a happier working experience for you as well.
Article written by Esther Chung