Implement Steps Of Great Customer Service For Business Success
Many business owners think that they don't have to put much effort into providing great customer service. Providing great customer service is a part of customer satisfaction, customer retention & your business success.
Many of us have come across business establishments where we have received great customer service and when that service is great it really stands out. Great Customer Service = Great Business Success. Today even good customer service stands out, because we seldom get that.
Many businesses need to improve on their customer service efforts. They believe that their customer service is top notch, but that isn't what the customers say. This false belief and arrogant thought process can kill any business. Failure to look around, survey customers, correct problems and give customers what they want is very common.
Most business owners believe that if you want more business, you must do more marketing and advertising. Sometimes this is true. If you treat your current customers with excellence and great customer service, they are 10 times more likely to spend more money with you than a brand new customer. They will provide great word-of-mouth advertising for you & your services. Which could bring in new clients.
Sometimes you need more than a reminder. It's helpful to have a system or steps in place when implementing great customer service.
Implement Steps of Great Customer Service For Business Success.
1. CONNECT WITH YOUR CUSTOMER
It is very important to establish rapport and build a relationship with your customers. When you are able to connect with your customer, it shows that you're building trust. Start by engaging your customers: get each customer's name, become interested in them and what they want. LISTEN to them, ask questions, respond appropriately, don't talk over them. Just have a conversation, and be genuine.
Most of the time, people know when you are truly interested in them or not. If you are interested in them, they will more than likely respond positively to you and develop trust with you. If you aren't interested in them, it'll show. They'll sense it, and then you'll have a harder time getting them to trust you or they won't trust you & take their business somewhere else.
2. DISCOVER WHAT THEY WANT
By having a genuine conversation with your customer, you'll discover what they want. Most times they don't know what they want, they just know that they need your services or some sort of business services. If they know what they want, they may have trouble expressing it or be unsure how to get it.
By asking pertinent questions and paying attention to the answers, you will discover a lot about your customer. You can help guide them to what they want. That's your role and how you keep clients coming back.
3. KNOW WHAT YOU CAN DO
Sometimes customers come to you and want what you can't do. Other times you may choose not to do certain things. Every business has a niche to fill. Do what your company is best at doing for the customers that you can serve best. By knowing what you do best, you can choose the customers who fit what you do well.
4. GO AHEAD, DO IT
Many companies fail in this step, "DO IT", because they don't manage the process of planning, doing measuring and monitoring well. You need to be able to measure what's important in order to execute the steps of planning, doing, measuring, and monitoring well. What gets measured gets done. Convert your customers wants into steps that you can measure. Then setup a system to measure the outcomes and the actions that produce them.
The follow-up step pays big in customer loyalty. In your execution phase, be sure to plan a follow-up contact. Follow-up by phone, email, visit, letter, etc. The more direct and personal, the better, but make it work for your customer and your company. Customers like this because very few companies do this on a consistent basis.
6. THANK THEM
This step can be taken lightly sometimes or become forgotten. When you thak your customers, be genuine about it. Most of the time they can sense when you are not grateful for their business. Thank them in several ways, not just one way. Let them know that you are thankful for their business.
Retaining customers is a top priority and important to a successful business. If you implement these steps with every customer, you'll find that your level of customer service will increase. Coach your employees or co-workers in these steps of great customer service, and you'll see your customer loyalty and customer retention increase.
Learn more about the author, Renee C..
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