Four Easy Ways to Show Customers you Care
Want to win your customers over for life? Sometimes having a good product just isn’t enough. In a competitive business atmosphere, you’re going to be competing with companies offering similar products or services – or at least, that’s how it seems to your prospective customers. They know that you need their business as much as they need what you’re offering, so they’re going to be choosy. For that reason, one bad customer service experience can lose you a customer – while one exceptional experience can win them over for a lifetime.
It’s for these reasons that putting a little time and effort into showing customer appreciation can really pay off for your company in the long-term. Here are a few small, simple acts that can be the “cherry on top” of your reliable products and customer service. And, who knows – these could be the things that influence your customers’ opinions of your company the most.
Everyone likes to feel special. No customer wants to feel like a stepping stone in a quota you need to meet – they want to feel like individuals with names and faces. There are small things you can do to personalize the customer experience and make your customers feel special. For example, taking down birthdays when people sign up for your e-mail newsletters so you can mail out birthday coupons is always a big hit. During customer service calls, be sure to take your customer’s name and use it to refer to them throughout. These are just a few ideas – don’t be afraid to get creative!
Perhaps a customer isn’t happy with their product or service, but has been too busy to contact your company about it. You should aim to have no unhappy customers – not just quiet ones. After a few months of a customer using your product or service, send out a personalized e-mail following up with them. For example, you could say: “Dave – how are you enjoying your new watch?” for a jewelry store or “Jenna – how’s the call quality on your new cloud-based phone system?” with a bit of encouragement to provide feedback. Not only does this give you the opportunity to improve your business, it gives you a chance to redeem yourself if any customers are unhappy.
Don’t Be All Business, All the Time
Customer service representatives are allowed to have personalities, too. When handling a phone call or an e-mail, don’t feel like you always need to direct the conversation toward business. While also making sure you’re solving any issues, crack a joke if one comes to mind, or relate to something in the concern that the customer was expressing. It allows them to loosen up a bit and encourages a more positive brand image.
Always Make Things Right
At the end of the day, even if you don’t have time to have a friendly chit-chat with every customer that contacts you, you need to make sure that problems are being solved. Do what needs to be done to make sure that your customers don’t regret spending money with your business, and you’ll always be in the green.