You've put in lots of time and a lot of money advertising and marketing your small business. Now the customers are pouring in. Are you caring for them? Besides the proven fact that it's just good business procedure to provide great customer service, it's beneficial financially as well. Research has shown that it is less expensive money to retain ongoing customers (and get referrals from them) than it does to obtain new customers. Listed below are 3 ways you can provide wonderful customer service.
Answer the phone, answer the email.
One of the greatest issues of customers is the absence of importance many companies place on communication. Beth recently desired a new deck for her back garden, but was annoyed when she couldn't locate a company to return her calls, "I called and left messages with four contractors who advertised that they specialized in building decks," she said, "None called me back. Ultimately, after leaving three messages, I located someone, but I was pretty worried that he'd be unreliable, based on his lack of focus to my calls."
Companies often find correspondence with new customers challenging. After all, if they're successful, they're out in the field, carrying a hammer or giving a quote. Hiring a personal secretary to take phone calls and schedule appointments definitely makes the difference: the customer who speaks to a live person on the telephone is a happy client who thinks her needs are now being met.
Follow up right after the deal.
Just after your contract with a buyer is finished, send him an e-mail, personal note, or give him a call. Ask how he felt about your merchandise, service and over-all experience. Request that he offer you sincere feedback, even if it's unfavorable.
You may be concerned that asking customers to give you comments after you've already completed working with them is just welcoming grievances. Rather than seeing feedback as frightening, consider it as a huge possibility to improve (and to win over your previous clients)!
A number of clients aren't happy with a transaction, but they won't grumble. They also won't return once more, or provide you with a referral. A customer who tells you he wasn't happy is providing you with the probability to make it proper. Go out of your way to do so, and you've turned a soured customer into a lifetime customer.
Look at each and every situation from the customer's viewpoint.
Occasionally customers seem very demanding and irritating. Sometimes, the client is just a strenuous, irritating person. But most of the time, they're acting that way because they're concerned, frightened or stressed.
Seek to put yourself in your customer's shoes. If he's calling you every ten minutes to get an update on his landscaping, he might just be pressured about the marriage ceremony he's hosting for his daughter next month and wants every flower to be excellent.
When confronted with particularly challenging customers, don't be afraid to ask, "What do you need from me? What can I do to help make this request easy and nice for you?"
Don't ever forget that your clients are the only cause you're in business. Offering great customer care keeps them pleased and coming back for more.
Answer the phone, answer the email.
One of the greatest issues of customers is the absence of importance many companies place on communication. Beth recently desired a new deck for her back garden, but was annoyed when she couldn't locate a company to return her calls, "I called and left messages with four contractors who advertised that they specialized in building decks," she said, "None called me back. Ultimately, after leaving three messages, I located someone, but I was pretty worried that he'd be unreliable, based on his lack of focus to my calls."
Companies often find correspondence with new customers challenging. After all, if they're successful, they're out in the field, carrying a hammer or giving a quote. Hiring a personal secretary to take phone calls and schedule appointments definitely makes the difference: the customer who speaks to a live person on the telephone is a happy client who thinks her needs are now being met.
Follow up right after the deal.
Just after your contract with a buyer is finished, send him an e-mail, personal note, or give him a call. Ask how he felt about your merchandise, service and over-all experience. Request that he offer you sincere feedback, even if it's unfavorable.
You may be concerned that asking customers to give you comments after you've already completed working with them is just welcoming grievances. Rather than seeing feedback as frightening, consider it as a huge possibility to improve (and to win over your previous clients)!
A number of clients aren't happy with a transaction, but they won't grumble. They also won't return once more, or provide you with a referral. A customer who tells you he wasn't happy is providing you with the probability to make it proper. Go out of your way to do so, and you've turned a soured customer into a lifetime customer.
Look at each and every situation from the customer's viewpoint.
Occasionally customers seem very demanding and irritating. Sometimes, the client is just a strenuous, irritating person. But most of the time, they're acting that way because they're concerned, frightened or stressed.
Seek to put yourself in your customer's shoes. If he's calling you every ten minutes to get an update on his landscaping, he might just be pressured about the marriage ceremony he's hosting for his daughter next month and wants every flower to be excellent.
When confronted with particularly challenging customers, don't be afraid to ask, "What do you need from me? What can I do to help make this request easy and nice for you?"
Don't ever forget that your clients are the only cause you're in business. Offering great customer care keeps them pleased and coming back for more.
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