Some time ago, we ran a post on great customer service, listing the four most important things that customers look for in a business – the four things that keep them loyal and keep them coming back. In this post, we will dig a little deeper and explain a bit more just how you can apply these to your business.
Communication
While many businesses, particularly small businesses, now rely on social media as a method of communication with their customers, most are not looking ahead. Most likely, within five years, social media as we know it now, will no longer exist. Good communication means effective listening, and this is something that most people, not to mention businesses, don’t do much of anymore. Glued to their portable devices of one type or another, much is lost in sending and receiving messages on social media and automatic emails. Most customers admit that they still prefer the personal approach, either in person or by telephone, even if you leave a message on their answering machine.
Empathy
Never forget that a customer’s first point of contact with your business will prove to be the deciding factor in how they view not only your business, but you, as the owner, as well. If someone else is answering the phone at your business you are better off hiring an employee with experience and maturity. Customer service is not the place to cut costs within your business. It could end up costing you more than you think.
Originality
Not only should those answering the phone and dealing one on one with your customers be empathetic but also original. Spend a bit more time when you are hiring to search out those whose special quirks enhance your business. Yes, they should have impeccable manners and know how to dress respectably if you have a walk in business but in order to stand out, they’ll need a little extra something else.
Specialness
Following up with your customers and rewarding the most loyal of them is a practise that the best businesses have always taken advantage of. Having special offers and discounts that reward them makes them feel special and the best way to do this is with a phone call. Hire an outside team of virtual specialists who can spend time speaking with your customers and going over new products, their favorite products and any and all discounts available to only them. This is a great way to ensure your customers will speak highly of you. Word of mouth is always the best advertising you can get.
Chris Draper, DemGen Inc 2013
image courtesy of eloqua
