I think everyone would agree that keeping an existing customer is easier than finding a new one. It takes time to create a relationship and gain the trust of a customer. We all need to keep that fact in the forefront of our daily activities to ensure customer retention and growth for our business.
Many times, customers will never really know or fully understand what goes on behind the scenes to provide consistent and timely service. That’s okay. It’s a part of being in business we need to accept. Treat your customers like they’re important and keep these 10 tips close by to discuss with your team on a regular basis.
- Listen – Pay attention, don’t multitask when you are talking with a client. You need to be able to grasp what your clients’ issues are in order to ensure successful resolution.
- Know Your Stuff – This is not a guessing game, if someone calls in, or emails you with a concern, they want to know that they have contacted the right person with the answers they need.
- Deliver on Promises – Never promise more than you can deliver. This is one of the easiest ways to lose a client’s trust and business.
- Friendly Attitude – Approach your work with a positive attitude and let your customer know you are happy to help with their situation.
- Take Action – Let your client know you are on the job and you will take care of their needs right away.
- Communicate – Concise communication is key to make sure you and your client are on the same page and are satisfied with the conclusions you have reached.
- Be Professional – Follow up to let your customers know everything is on schedule. Use appropriate language and industry lingo to describe your job and the situation with the right balance of simplification and technical terms.
- Educate – Let your client know what you are going to do for them and let them know how to minimize this problem in the future.
- Admit mistakes – Mistakes will happen, a customer appreciates when you are accountable for your actions. How you deal with a mishap can bring you even closer with your customer.
- Be Human – All of the points above will show you care about your company and your customers’ satisfaction. Nobody likes dealing with machines when it comes to customer service, so put a face to your business and always offer a helping hand.
We would love to hear from you to see what you think makes for great customer service. The more contributors, the better!