The customer is always right. Without people to buy your goods or services, you would not have a business. You must do everything you can to fulfill their requirements. Here are four ways to keep your customers happy.
Customers want communication to be as quick and painless as possible. Reply to emails as soon as possible to show the customer you have their full attention and value their views.
Answer phone calls promptly, avoiding letting it ring too long. People can become impatient when left continuously in a phone queue listening to awful music. When they finally connect with you, they may be irritable and difficult to deal with. Some customers may even hang up before you answer and seek custom from a rival business.
Due to technology such as the internet, regular business hours are no longer 9-5, Monday to Friday. It is beneficial to be contactable 24/7 if you wish to stay ahead of the game and garner as much business as possible.
If you don’t have the time or resources to devote to answering phone calls, it may be advantageous to adopt an after hours answering service. This type of service allows clients to contact you at any time of the day convenient to them. Urgent calls do not need to be postponed until the following morning, which is especially important for emergency service businesses such as veterinary, medical, and dental practices.
Be Knowledgeable and Courteous
To give your customers the best service, it is vital to know everything about the product you sell or be fully trained and qualified in the service you offer. You should be able to answer any questions put to you with passion and confidence. Keeping up to date with new products and attending training sessions is essential.
Above all, smile and be friendly to your customers.
Do not make promises you cannot keep. Giving clients false hope that you can offer a product or a service at a reduced rate or within a limited time when you cannot is counterproductive. You will become stressed, and what you produce will be sub-standard. The customer will not be pleased and might even spread negative reviews.
Feedback shows a business that customers do and do not like about them. A successful business should continuously look for ways to make standards even better. There is always room for improvement.
Feedback can be gathered from online reviews, word of mouth, surveys, or companies that can even have a box on their premises where customers can post written comments. Knowing which areas are causing customer issues or which are successful will help a business learn how to apportion their time and attention. Negative comments don’t have to be a bad thing. In fact, they are extremely useful. A negative comment may highlight an area that was unknown or accidentally overlooked by the business. Solving problems or mistakes and learning from them makes a company more robust. As feedback is so valuable, it is a great idea to offer customers incentives to provide their views. Offering cash incentives or prizes will entice people to communicate their experiences.