Customers expect good customer service, and when you give it to them, you create loyalty in return. When you wow them and go beyond their expectations, you will leave an impression that will keep them raving about you. Five-star hotels know this and train all their staff to exceed guest expectations and keep them paying hundreds of dollars to be treated like royalty.
Creating “wow” moments not only makes your customers feel highly significant and can make you feel good about the quality of service provided. Let customers know you’d bend over backward to improve their day. Great customer experience has a few critical ingredients involved. Take a minute to think of a time when a company or person went beyond your expectations. How did that make you feel? Did you tell other people about your incredible experience? That same experience is what you want for your customers
Many people running a business may never have been a customer service representative (CSR). They never have or haven’t in a while, experienced dealing with customers. The skills involved in being a good CSR are essential for anyone who wants to attract and maintain a loyal customer base. It’s not just about giving them the products they want but doing it in a way so that they feel valued. Maintaining good customer service can cost you little or nothing extra but makes your product or service more valuable. Here are some essential tips to wowing your customers.
Do What You Say You Can Do
When you say you can do something, honor it at all costs. If you can’t do something or you’re not sure, don’t promise it to customers. No one likes to be let down and disappointed. You don’t want to be the source of disappointment for any customer. If you are sure you can do something, then say it. Otherwise, don’t make a promise that you can’t keep. When you do what you say, you create a wow moment for customers. If you’re looking to impress, see if you can do something extra for them that you didn’t promise. Your entire customer service team needs to be trained in this way so that no matter what, all your customers are getting the same experience. Deadlines should be met, give out gifts, or offer additional support when needed.
When You Make a Mistake, Fix It
Despite your best efforts, not everything can be perfect with every customer. However, when a customer does complain about a mistake, take the time to listen, figure out what they need, and fix the problem. Be sure to let them know what you’re doing for them. Finding solutions for problems is a big part of customer satisfaction and in generating return customers. You hear a lot about terrible customer experiences; however, you can make every customer feel important; with your ability to deliver what you say, hiring a great staff who are empowered and trained and can support your vision, and making customers feel like they matter by asking for feedback and genuinely caring about their needs. Remember, every customer wants to feel special.
Customers love to give feedback. It makes them feel like their opinion matters, and it should. You need to find out if customers are happy with the goods or services they receive or if there are any problems. Customer feedback allows you to improve your business and how you deal with customers. Customers like businesses that are willing to own their mistakes and make improvements. Customer relationships get stronger when a business handles problems correctly and promptly. Survey customers regularly and give them rewards for offering feedback. Customer satisfaction will increase, and you will gain a greater understanding of how you can help and serve your customers.
Be Willing to Let Customers Go that Don’t Fit
Some customers might not value your business or product. In this case, it’s okay to let these customers go because you’ll never please them. Losing a client might be difficult, but it puts an exclamation mark on what you want for your business. It takes too much energy to focus on a customer that will never be pleased. Don’t fear the loss of business. You can walk away from customers that hold you down.
Sometimes, it’s hard to say no to any business opportunities, but let it go if it doesn’t serve you. It’s okay to turn down opportunities from people who aren’t going to treat you right. These customers can cause you massive burnout and don’t allow you to focus on other customers who appreciate you.
Follow Up, Follow Through
It takes a lot of time and effort to get new customers. Don’t lose them initially because you didn’t follow up or follow through beyond the sale. Customers aren’t going to feel like you appreciate them when you skip this step. Customers feeling like all you cared about was the sale could cause them to move to your competitors for their next purchase. Following up with the customers you already have keeps them loyal because they know you value them. It’s easier to keep a customer you already have than to find new customers. A happy customer will say good things about your business and recommend you to others. Appreciate your customers and let them know how much they mean to you even after the sale.
Give your customers more than they expect; doing this after the purchase makes them feel special. Follow up and ask them what they thought of your service. Offer them added incentives for their purchase. Customers who get the follow-up email, letter, or text message are far more likely to purchase from you in the future. Excellent customer service can increase your business’s value and sales.