You can have a wonderful product or service, but if your customer service is lacking, you're likely not going to get much repeat business. It's the heart of every company from a small doctor's office to a multi-billion dollar corporation. The key is to have the best work force representing you so your business is portrayed in the best possible light. If you want to get repeat business that's going to bring in the money, there are several easy ways to provide better customer service.
Fix any problems that arise
There's nothing more aggravating than when you don't get the service or product you expected and the business isn't willing to fix the issue. It's one of the easiest ways to get negative feedback spreading like wildfire. If any problems come up, do what you have to in order to make it better as soon as possible.
Don't talk to them like they're strangers
Treat customers as if they're friends, not like they're a business transaction. Be kind and optimistic and talk to them as if you've known them for years. You'll notice it'll help you build a better rapport.
Be knowledgeable about what you're offering
It's incredibly annoying to talk to someone who works at the business and is supposed to know about the products or services, but acts as if they haven't the slightest idea what's going on. Know everything there is to know about what the business offers so you can translate that to the customers.
Provide a little extra something
Customers want to feel as if they're special, and an easy way to do that is to give them a little something extra as a thank you for their business. Whether it's some samples or a coupon for a future purchase, the customers will know you value them and that they're getting a little more for their money.
Waiting...and waiting...and waiting for a response is going to make a customer look elsewhere, if not for the current service or product, than for future purchases. Get back to any customers ASAP or they'll move on. Also, put your hours on the company voicemail about when you're available, and if possible, give them another option for where to contact you in case of emergency.
Over-deliver, don't under-deliver
Never make promises to a customer that you don't intend to keep. If you tell a customer you'll get something done in a week, get it done in less time, but don't take more. Should you promise a particular price point, get it done for less. Customers want to feel as if a business values their time and money, under-deliver and they'll read it as a sign you don't think it does.
Speak in language they understand
Did you ever talk to a doctor who explains something to you in medical terminology that you didn't understand, then when you asked for clarification, he rolls his eyes at you as if you're an idiot? Doesn't make you feel great, does it? Not all customers are going to understand the terminology of your business, so speak to them in a language they'll understand so they fully know what they're getting for their money.
Never leave them wondering
A customer shouldn't have to guess about what's going on with their purchase. Update them and let them know what's going on so they're not left in the dark wondering. Consider it a show of respect that they'll appreciate.
Many businesses have a habit of starting out with an extreme appreciation and respect for their customers only to lose sight of that as time goes on. Keep improving customer service and it'll be an indication just how much you value those who purchase your products or services and keep your business running.
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