Customers are number one in every business, because without their patronage there would be no sales. Therefore customer service is an aspect of business management that entrepreneurs should never overlook. Every business needs patronage, and for it to prosper you need happy and loyal customers. No matter how annoying and insatiable a customer may seem, treating each of your clients right is sure to merit their loyalty.
Here are 10 Sure things you can do to keep your customers coming back to patronize your business:
1. Say Thank You
There are several other people who can offer same service as you do. What will make your customers prefer you to your competition is the way you treat them, because they are the backbone that drives sales. Irrespective of the worth of a purchase, a simple “thank you” to a client will make them feel appreciated and special. It’s the simplest possible way to keep your customers happy and should not be overlooked. A customer is more likely to return to a shop that appreciates their patronage than one that doesn’t.
2. Respect Your Customers
It’s very important to be respectful to your customer. Be patient and give your customer time to air out their concerns. This creates the opportunity for you to help resolve the issue and brings them to your comfort zone at the long run. The more comfortable the customer is the more likely they’ll share valuable feedback that can help prevent similar issues from occurring again in the future.
3. Always Listen
It’s important to truly listen to your customers, and when listening, take into cognizance what changes your organisation should make from this feedback, and then follow through. Your customers are the lifeblood of your organisation, and not dealing with the reasonable requests could cause dangerous to the development of the business.
4. Acknowledge Complaints
After listening, act to the complaint. No matter how good your products or services are, there will still be complaints from an unsatisfied customer. Although having customers who usually complain does not always mean something is wrong, so keep calm and listen carefully. Find out in detail what the customer is not okay about and try to resolve the issue as fast as possible. Bear in mind that customers can serve as publicists too: one bad service from you and they will tell the whole world that your services are bad a hell.
These CARE tips will help you:
- Control the situation.
- Acknowledge the dilemma.
- Refocus the conversation.
- Ensure the problem is solved so the customer leaves happy.
5. Know When to Apologize
“I’m sorry” may be a short phrase, but it’s all you need to say to a ragging customer to clam his or her nerves. Learn to be accountable, not only for your own mistakes, but for those of your employees, as well. We all know that there are difficult people, who will never be pleased, but the vast majority of your clients are not these people.
6. Value Your Customers
This is a small step that doesn’t have to cost you a fortune. It can be as simple as a small unexpected free gift after a purchase, or providing a little extra service. Going the extra mile for your customers will make them feel appreciated and might even generate some referrals.
7. Personalize Your Service
Call your customers by their names and ask them how their day is going. If a client feels you know them, even a little bit, they are much more likely to show you loyalty and not move on to your competitors.
8. Stay in Touch With Your Customers
In this world of abundant choices, customers need a strong incentive to remain loyal. Making regular contact with customers through calls, emails and text messages is one of the best ways to keep your business at the forefront of their minds.
9. Use Positive Language
Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic. Learn to redirect a conversation from negative to positive and move the focus from the problem to the proposed solution. This offers better outcome and reduces the possibilities of the customers getting offended. Let’s say for instance, delivery for an order a customer made has been delayed and you need to relay the message to them, learn to say it nicely, so the customer tries to understand your point. Consider the following responses:
- Negative language: “I can’t get you that product until next month. It is was delayed and unavailable at this time.”
- Positive language: “That product will be available next month. I will keep tracking the shipment and will make sure that it is sent to you as soon as it reaches our warehouse!”
10. Give Customers 200% Satisfaction
When your customers do not have any single reason not to patronize you, it means you have given them maximum satisfaction, and all the reasons in the world for them to come back to you. If an item requested for is not available, offer to get it for the customer elsewhere. Get their number and get the item across to them as soon as you can, even if you have to get it from a competitor. Don’t make the mistakes that most business owners do, by waiting to whenever you have the item in stock, you never can tell how urgent its use is to the client.
One of the rules of customer care is “Client first.” Make them happy and your business will blossom as they will keep coming back for more.