Are You Doing Everything You Can to Keep Your Customers Happy?
When it comes to customer service it’s a no-brainer that the better you treat your customers the more you can be sure they’ll purchase your products or hire you for a job. As a business owner, you take pride in your work and work hard to provide an excellent product and understand what good customer service is. However, good customer service is a continuous effort and there is always room for improvement. We’ve put together a list of things we believe every business should incorporate into their customer service efforts and we hope you find them useful.
Respect your customer’s needs and wants
Everyone wants to be respected, that’s obvious, but when it comes to customer service it’s not just about respecting the person, it’s also about respecting the person’s needs, wants, and/or concerns. Listening plays a huge part in being respectful. “When you stop listening, you start ignoring,” says Richard Bartlett, the Training Manager at Select Funding. “A good way to show you’re listening and understanding is to paraphrase them. Ask questions as you listen, take an interest in what’s being said and then summarize what you’ve heard in your own words,” he says.
Even if you don’t agree with your customer it is still important to listen and respect their wants and try to help them. And if you can’t help them, then be truthful about it and have them go elsewhere to find what they are seeking. Respect and trust go hand-in-hand here. When you are honest with your customers they will not only feel respected but will respect you back, and you never know they may just come back for a different need at a later time.
Have empathy and be sympathetic
The way you and your staff interact with customers sets the mood of the conversation, so finding and using commonalities with your customers will help you empathize with them. If you’ve been in their shoes tell them about it so that they know you understand exactly what they are talking about. Bartlett says, “Help them understand that you’ve been in their situation before and you know exactly how to help them.”
If you haven’t been in the same situation then you should sympathize with the customer. “Some might say you can fake empathy but that can be a dangerous road if the customer realizes you’re not being truthful. So, can you still help? Of course, you can,” Bartlett says. “Tell them you’re here to help and that you’ll work on the solution together. Verbally hold out your hand and wait for them to take it, he explains.
This approach helps the customer relate to you and rather than feeling like you are just a salesperson they will feel like they are talking to someone who is actually there to help them.
Make sure you and your staff are resourceful and willing to adapt to your customer’s needs
Every person is different and their needs and wants may also differ on a daily, weekly, and monthly basis. Assure your customers that you and your staff are willing to understand what they want, when they want it, and see if you can come up with a solution for what they are looking for. If you can try to customize your products or services for them, that’s a big plus. When customers feel that you are willing to take that extra mile by making changes to accommodate them and keep them happy, they will be sure to appreciate your business and come back to you the next time they need anything.
Show customers you’re responsible and trustworthy
Accountability goes a long way when ensuring good customer service. Make sure your staff understands that they are accountable for their actions and how they deal with customers. Your sales people should give your customers the attention they deserve and make sure that there is clear communication between everyone involved. When your customers know that you are being transparent they will be more comfortable to trust you and your business, rather than your competition.
Make sure they know your business will come through for them
Your reliability is important to your customers because when they need something from you, they need to know you will come through for them. When they order something from you or ask for a service, they need to know you will be able to provide it to them at the time they want it. If you tell them you will follow-up on a certain day and time, make sure you are able to fulfill that promise. Be punctual with your customers and show them that you care about their satisfaction.
Remember a happy customer will continue to invest in your company and recommend you to others. We hope you find these key points useful and use them for your business, we sure do.