Happy customers can make your business! One of your business goals should be to satisfy your customer needs so that they come back for more, whilst spreading the word about their experience to others.
Have you been in the situation where a customer buys something from you but never returns for a repeat purchase? Here are some useful tips on how to build relationships through good customer service that will retain a customer and ensure they keep coming back in the future.
Exceptional Customer Service
A satisfied customer who has a query or issue will tell on average 4 to 6 people about their experience whether it is a good experience or a bad one! This can provide you with an easy way to significantly influence the word of mouth reputation of your business. Never act as an impersonal or faceless business. Genuinely talk with your customers as a person representing the business. Address your customers by name, and tell them your name at the very beginning of your interaction. Build up the customer relationship by going that extra mile.
Offer a delivery service for your products and ensure it is always on time. In case of delays, inform the customer immediately and explain what has happened and how you are going to resolve the problem. Once the delivery is complete, on time or not, make contact with them and check that everything is in order. If they have experienced an issue with delivery, taking the time to contact them directly may go some way to reduce the frustration felt by the customer.
Thank your customers at the end of every transaction. You can do this with a simple sentence at the bottom of the receipt, or by sending them an email following the delivery or invoice. Show gratitude to your customer for choosing your business, as this provides an opportunity to engage and interact to develop the business relationship further.
Always thank the customer for their business by making it part of your customer service policy. As many as 3 out of 4 customers say they have spent more with a company because of a history of positive experiences. Kindness and gratitude for a customer’s business is an undeniable way to further enchant them for the long term.
Having completed the sale, contact the customer and obtain feedback on their experience. An example of good business practice is to inquire about the customers experience and seek their comments and suggestions. You may be surprised by the suggestions for improvement that a customer can give you; after all they will be providing an impartial view on an aspect of your business that you may not be aware of, offering further opportunity to improve on the overall customer experience.
Be seen to take your customer’s feedback seriously and act upon reasonable requests. Make sure it’s clear that you want your customer’s feedback and that your business truly values them as a partner.
Mean What You Say
Your word is your bond, especially in business. Following up on your promises by delivering what you said you would, helps show the legitimacy and relaibility of your business ethos, while helping to build a feeling of trust and dependability with your customer.
Manage the expectations of your customers to ensure realistic goals are set and can be met. By remaining consistent in your messaging, your customers will learn what they can expect from you in the future and that you are reliable to do business with.
Customer Loyalty Discounts
Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. Free shipping, percentage based discounts or a free gift can go a long way to securing repeat custom.
Contact MentorUs Business Solutions for more information on improving your customer service.