Keep your customers satisfied, happy and delighted.
Tuesday, March 30th, 2010Suggestions from Maggie Videan- Customer Service Consultant
Being able to delight customers is an under-valued and under developed business strategy.
Success lies in the experience your business creates for every customer ‘touch point’.
What choices do you make when you relate to a customer? Chances are your decisions will determine the relationship you have within the organisation, the people, or person you deal with.
The art of engaging with customers
Build great experiences; create positive interactions and constructive outcomes for your customers by ‘engaging’ with each one on an interpersonal level. This is a ‘no brainer’; it simply means smile, maintain eye contact, be warm, ask questions, offer suggestions and be responsive to needs.
The old adage ‘you can’t please all the people, all the time’ is true. It is also true that we get on with some people better than we do others. However, in dealing with customers, it is imperative we learn to keep our preconceptions or likes and dislikes to ourselves and relate to each and every person with respect and recognition. This creates rapport, which is in turn a cornerstone for developing ongoing relationships and brand loyalty.
Word of mouth and recommendations are the most effective marketing tools available to your business. People remember when they felt good in a business transaction and are usually happy to share this with others.
Value the complaint and the complainer
None of us like to receive complaints, nor are people who complain very pleasant when voicing their displeasure or concerns. Customers are not always well informed, can be under stress or simply not appreciate the constraints your business may have to work within.
Ideas to consider for positive outcomes
Listen. Stop what you are doing and pay full attention to the customer, trying to appreciate exactly what they want from you.
Stay calm; reassure the customer you have their best interests at heart;
Offer solutions; avoid quoting the rule book and don’t sweat the small stuff!
Paraphrase to review salient points and to ensure both parties understand the situation.
Most customers will develop loyalty if someone from the organisation attempts of fix their problem (even if not completely to their total satisfaction) in a timely and genuine manner.
There is a statistic bantered around in customer service theory, that states ‘for every one customer that complains, 27, don’t say a word!’ The implication to your bottom line of all those unhappy customers who haven’t communicated their displeasure – is staggering!
Remember, it is more cost effective to keep your customer than to create a new one!