Want the same relationship with your customers? Here are six ways to go about it.
You can hear a smile through the phone! Anyone in your business who spends time speaking with your customers must have a happy attitude. No ‘bad days’ allowed! .
It like pushing a wheelbarrow up hill if you only ever give your customers what you think they need, rather than asking them what they want. When they tell you what they want, then as much as you can, give it to them. Follow this rule and you will always know you are doing the right thing. I often hear people ask me “Do you think I should do x?” My answer is – ask your customer! You can survey customers via your email marketing, hold competitions and learn to be a really good listener whenever your customers speak.
“The customer is always right” is a good rule to follow. If you deal with a complaint or refund pleasantly, and then also go overboard on anything else you can do for the customer to make things right you will build great loyalty. In fact, people don’t even mind if they are disappointed with a product, if the way their disappointment is dealt with is pleasant. It’s not difficult to turn unhappy customers into loyal followers who will come back again and again.
It bugs me when I see businesses offering incentives to attract new clients, yet forget to reward those clients that have been loyal for months on end. It’s easy to give bonuses, inexpensive rewards and do unexpected “nice” things. In today’s digital world, if you can add some kind of personalization to a purchase, you will increase customer loyalty ten fold. People are skeptical and appreciate knowing they are doing business with a ‘real’ person.
One of human natures fundamental needs to feel like we ‘belong’. Create a community with your customers and make them feel as if they are part of a very special group. Be aware of ways you can keep them involved in your business. This can be through social functions, with email messages, cards or special announcements that simply say “we appreciate you.”
One of the quickest ways to develop a long term relationship and show how much you care for your customers is with super customer service support. This is especially relevant in the online world. You may have experienced a time when you sent in a ‘support ticket’ only to still be left hanging around for a response days or weeks later without ever having heard a word back. This is one of the biggest mistakes you can make in any business. Treat your customers’ queries with the highest priority and your customers will stay happy.
Be there to truly serve and care for your customers with these small tips and it will make a big difference.
Here’s to your success!
P.S. Master your email marketing and you’ll never feel like you are ‘selling’ ever again.
This online workshop just might be the best investment you’ll ever make! Limited places.
Fay McLean CEO & Founder of Laser Connections, helps Medispas and Aestheticians get a reliable flow of new clients and grow their clinic online using a proven Digital Advertising System. Click Here to Apply for a FREE Strategy Session ($150 Value).