What happens when you go to a fancy café or to a denim clothing shop or to an Irish pub and stay unsatisfied from the service? You go home, or maybe you don’t even get home but already madly tell your friends or family how unhappy you were with the service you received. Right? Unsatisfied customers market badly your company through word of mouth. Have you ever thought how important customer service is?
On average dissatisfied customers tell 10 people how much they hated your place. And satisfied customers tell 3 people how much they loved your place. And if you really think about it, when your friend tells you about that place she went that the salesperson was very rude, will you ever visit that place? It is crucial for businesses to understand how important customers are. They are the most important assets you got. And everything else depends on them. Happy customers bring happiness to your company.
Customer relationship management (CRM) refers to practices, strategies, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. It is only when you understand the value of a customer that your business turns into an empire. The key to good customer service is building good relationships with your customers. There are techniques that you can use to keep your customers happy. And when they are happy they will return often and it is likely that they will spend more.
Know your customers
If you want to build a great customer service the first step you have to take is to understand who your audience is. By understanding who is your customers you will understand what is considered to be a good customer service for your customer. This is essential. Don’t waste your time marketing the wrong people. For that, you can analyze your current sales, e-mail marketing campaigns, surveys, social media engagement and web traffic. It will help you understand your key demographic. As we all in some sense are egoists, remember that your customers love the personalization. Get to know them: remember their names and chat with them. And after, remember what you’ve talked about and refer to it the next time you meet.
Take the criticism like a boss!
Think of it this way. Just like when you were young and your parents criticized your work only because they wanted you to get better, your customer’s complaints and feedback are only going to help you grow. Be empathetic and patient with your customers. Listen to their frustrations and approach each call and complaint as a prospect and not a problem. You are only going to learn from your client’s needs. Make sure that all of your employees are professional in what they do. Teach them about the products, services. And most importantly, teach them about how to approach and communicate with your customers. I mean you love your customers, right? If you didn’t have them, you wouldn’t have your business either.
Make it right!
Transparency is important in business and customer service management. Are you striving for high-quality output? Then fix your mistakes and make it right with your customers. If you got a complaint from a lovely customer, that the delivery she ordered was ten days late, send him/her a gift, write an apology card. Do the impossible. But make sure you bring the lovely customer back to happy from the unhappy caused by the ten days late delivery. One of the biggest mistakes businesses make is not valuing their customers. Read more about mistakes entrepreneurs tend to make.
For a second, put yourself in the place of your customer. Imagine that you are your company’s customer. What do you think about your company? Does the company give you a great service and something more? Now work on that “something more” part. If you want your customers to be satisfied you have to stand out from the crowd of other companies. Add that special touch that will make a bond between you and your customer. Some of the creative ways you can use are these: send a hand written thank you note, offer special access, give birthday cards, special seasonal offerings, document their experience with a picture (everyone loves a photo booth).
A customer is for life
The best approach when dealing with customers is to think long term. If you take good care of your clients, they will become loyal customers and do the marketing for you through word of mouth. Always keep in that amazing mind of yours that it is so much cheaper to keep a customer than to gain a new one. And if you want to gain loyal customers award them for their loyalty. Set benchmarks based on when customers reach a certain dollar amount of delivered service or purchased products, or length of time they’ve been a customer. Then award them with gifts, sales, anything that will make them happy.
It doesn’t matter what kind of a business you are: customer success is essential for keeping and growing your business. Every day, every minute and every second you got to think about your customer because your competitors are around the corner; waiting to steal those great customers you got. And if you know the price of your customers and understand what good customer service can do, then you are on the right track on building your empire.