Treat your customers well, and your business will improve. It’s a simple premise, but one that can be tricky to pull off with any regularity. However, if you don’t make concerted efforts to keep your service levels up, you will risk losing clients and customers. And, your profits will take a hit as a result. Here are some simple techniques you can use to keep things on track.
1. Never End On A Sale
Making a sale is great, but it should never be the last interaction you have with your customers. So, every time you sell something, follow it up with some communication, whether it’s a phone call, email, or even a postcard. It’s simple aftercare. Your customers will appreciate the fact that you are concerned with how your product is working, or how the service you have given is working out. All customer transactions should be treated as the beginning of a new relationship.
2. Be There Whenever They Need You
Nothing frustrates a customer more than when they need to contact you but can’t. Be clear with your opening hours, and make sure you answer phones and emails promptly. Also, think about being available out of hours. A good example would be if you are managing a medical centre or doctor’s surgery. You might only be open Monday to Friday, for example. But, maybe having a medical answering service operating throughout the weekends goes that extra mile. It means your customers – or patients, in this case – will always be able to contact you regardless of your availability.
3. Train Up Your Staff
If you aren’t training your staff in matters of customer service, how can you expect them to deliver it? Having targets in place is a good way to keep your employees on their toes. Consistency is key – every single person that comes through your door or rings up on the phone should be treated the same way. Design a customer service policy and have it drilled into your staff from the minute you employ them.
4. Offer Rewards And Complementary Products
Customer service isn’t just being about being friendly and polite. It’s also about giving your customers what they need, and rewarding them for their loyalty. Think about how coffee shops offer a free drink on your sixth visit, by using loyalty cards and stamps. Also, think about providing products to your customers that might make their experience a little better. For example, let’s say that you sell games consoles and a customer buys a new Xbox. However, they don’t pick up any games for it. Is it good customer service to let them go home and give it to their kids as a present as it is? Or should you recommend they pick up some games in one of your bundle deals? The former might leave them with a disappointed child while they will thank – and remember – you for the latter.
Hopefully, these simple customer service ideas will help you identify areas of your business that need looking at. Putting a plan in place will help you increase sales and improve your customer retention levels. Let us know how you get on!