Right now, stop everything you’re doing and think of the absolute best customer service experience you have ever had.
What about that experience sticks in your memory?
Was it the environment? Or maybe it was the salesperson or company representative? Perhaps it was the product alone that made the experience so great?
Even more likely, it was a combination of all the above.
Whatever your experience was, it left a lasting impression on you and that is something you can learn from. There is a reason that people with money shop where they do and buy the products they buy and it is often less about the product itself and more about the way they are treated.
So, my question for you is, are you leaving a great lasting impression on your customers? It really is easier than you think.
Here are 10 Foolproof Steps to Creating a Customer for Life:
- Listen – When you listen closely to your customer it is easy to figure out their needs. By understanding their needs you can provide the solution that is right for them.
- Repeat What You Hear – Use their words (needs) when you are conversing with your customer because this lets them know you are listening and care about what they have to say.
- Stay Ahead of the Game – Always be on the look out for ways to help them more. If you are offering or hear about a new product or service that you think would be of benefit to them, share that.
- Respond Quickly – The faster you respond when they need you, the better your impression. If your customer has a problem or needs a solution, they don’t want to be kept waiting.
- Pay Attention – You know as well as I that the little things really do matter. Remembering their birthday with a card or note, or asking about their spouse, kids, pets, etc. shows a level of personal investment in the client. It makes them feel special because you think of them as a person, not just another sale.
- Be Discreet – Always respect confidentiality no matter what you do in your business or who the client is.
- Never Nickel and Dime Them – Don’t charge your customer for a few extra minutes spent explaining something about your product or service or bill them for the 10 minutes you spent answering a question they had. Yes, your time is important and valuable, but alienating a client over a small amount just to lose a larger sale in the future is bad business.
- Show Appreciation – Let them know you appreciate them because they can’t read your mind. Don’t assume that your customers know you are grateful for their business. Tell them! Send a thank you card, flowers, or call them to say thank you.
- Over Deliver – Always deliver more than they expect and they will keep coming back.
- If You Screw Up, Fess Up – Don’t try to hide mistakes or cover them up. Honesty really is the best policy. Your customers can forgive an honest mistake made right. They will never forget a lie or made up excuses.
Remember your customers can most likely buy what you’re offering elsewhere. They will continue to buy from YOU because of the experience you provide.
So, what were the things that stood out for you from your best customer service experience? Share them in the comments below so we can all add them to our list!
Oh and, just to ensure that I practice what I teach, have you grabbed your copy of the free gift I created for you? Just go to www.lisalarter.com/gift and fill out the form to get a copy of 5 Ways to Make Money Online Using Social Media. It’s free and I created it for you because I want every experience you have with my business to be above and beyond what you expect!
Founder and CEO of the Lisa Larter Group, master strategist, author, speaker, podcast host, social media expert, consultant, and business coach. Lisa inspires entrepreneurs and business owners to see the possibilities for their organizations when it comes to strategy. She uncomplicates modern marketing and creates (and implements) strategies for businesses that are guaranteed to increase visibility, inbound leads, and revenue.