You've spent a lot of time and a lot of money advertising and marketing your business. Now the people are pouring in. Are you caring for them? Besides the simple fact that it's just good business procedure to offer great customer service, it's beneficial financially as well. Research has revealed that it is cheaper money to retain existing clients (and get referrals from them) than it does to discover new customers. Listed below are three methods for you to provide great customer satisfaction.
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, wielding a hammer or giving an estimate. Employing a personal associate to take phone calls and arrange sessions makes all the difference: the client who talks to a live person on the telephone is a happy customer who feels her needs are being met.
Follow up right after the deal.
Just after your deal with a buyer is finished, send him an e-mail, personal note, or give him a phone call. Inquire how he felt about your product, services and overall experience. Ask that he provide you with truthful comments, even if it's unfavorable.
You may be troubled that asking customers to provide comments after you've already finished dealing with them is just inviting grievances. Rather than seeing comments as terrifying, consider it as a tremendous opportunity to improve (and to astonish your previous customers)!
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.
Sometimes customers seem exceedingly demanding and irritating. At times, the customer is just a strenuous, frustrating human being. But most of times, they're acting that way because they're concerned, terrified or pressured.
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 dealing with particularly difficult clients, don't hesitate 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 customers are the only cause you're in business. Offering great customer service keeps them pleased and returning 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, wielding a hammer or giving an estimate. Employing a personal associate to take phone calls and arrange sessions makes all the difference: the client who talks to a live person on the telephone is a happy customer who feels her needs are being met.
Follow up right after the deal.
Just after your deal with a buyer is finished, send him an e-mail, personal note, or give him a phone call. Inquire how he felt about your product, services and overall experience. Ask that he provide you with truthful comments, even if it's unfavorable.
You may be troubled that asking customers to provide comments after you've already finished dealing with them is just inviting grievances. Rather than seeing comments as terrifying, consider it as a tremendous opportunity to improve (and to astonish your previous customers)!
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.
Sometimes customers seem exceedingly demanding and irritating. At times, the customer is just a strenuous, frustrating human being. But most of times, they're acting that way because they're concerned, terrified or pressured.
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 dealing with particularly difficult clients, don't hesitate 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 customers are the only cause you're in business. Offering great customer service keeps them pleased and returning for more.
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