Having repeat customers is essential to many businesses, and the key to keep clients coming back is to provide them with great customer service. Here are six ideas to rate your business’s savvy when it comes to serving customers well.
1. Make a great first impression.
When customers make a purchase from you, make them feel great about it by sending them a series of indoctrination emails. Congratulate them on the purchase, let them know how to get the most out of their new purchase, and encourage them to connect with you on social media and your mailing list.
2. Measure response time.
How fast do you answer prospect and customer questions? Social media has changed the game. Customers that reach out via social media platforms, their phones, chat, or messaging apps expect an immediate answer. Facebook even gives a badge to businesses who respond quickly and consistently.
Not only do businesses need to monitor messages coming in from a record number of places – email, phone, web forms, chat, social media, and more – they need to respond faster than ever.
Without measuring your response time, it’s hard to know how you’re doing, so putting measures in place is the first step to improving this customer service metric.
3. Publish clear policies.
Good customer service starts with setting clear expectations. Before a customer buys from you, they should be able to know what your refund policy is in case something goes wrong. Some of the policies that should clearly be published online as well as at all customer-facing business locations include:
– Refund policy: If the product or service is not as expected, can the customer obtain a refund? Is there a re-stocking fee? What about shipping? Cash back vs. store credit?
– Terms of service: Are there any limitations to the product? Or legal items that need to be communicated?
4. Encourage feedback.
Your best ideas for new products and services can come from your customers. Ask for feedback by sending customer satisfaction surveys and requests for testimonials and reviews. Read what customers have to say about your service so that you can make improvements as needed.
5. Check your ego at the door.
As small business owners, sometimes we need to be humble, especially when things go wrong. Be generous with apologies to customers; it will go a long way toward improving customer relations. If you’re at fault, admit it and make it right with the customer. Even if you’re “right,” find a way to explain to the customer so that they feel good about you and your business.
6. Make an even better last impression.
I had the privilege of attending the season opener Savannah Bananas baseball game last week. This is a college league summer team drawing over 4,000 fans to each game, that’s about one-thousand times what any other team in this league draws per game.
The owner is Jesse Cole, author of Business Done Differently which I highly recommend. He stresses the importance of not only first impressions, it’s also important to pay attention to last impressions. This is why the players run from the field to the exit to greet fans as they leave the stadium. Everyone leaves happy.
Are you clients all leaving happy? Does someone know their name at the door and simply remind them to have a good day or let them know they’re looking forward to seeing them in a day or two when it’s time for their next class?
Delivering great customer service can be a huge competitive advantage for your business. How does your business stack up against these six ideas? Try them, and watch your revenue grow.
If we can help with any additional questions, please contact us at any time.