Happy customers are the pillars of success for any business. If your customers are not happy, good luck staying in business.
In 2016, businesses in the US lost a staggering $83 billion due to poor customer service. Poor customer service does not just dent your bottom-line but can also erode your brand, making prospects to go to your competition.
How Can You Avoid Poor Customer Service?
This infographic by Headway Capital outlines 9 ways in which you can keep your customers happy.
Find Out How Customers Are Doing
Interact with your customers both directly and anonymously. Find out how they are doing by sending non-business emails when they least expect. Use your business social media pages to engage with customers.
Provide Useful Resources
Make your customers’ lives easier by providing useful resources. The resources do not have to be directly related to your business. There’s no better way to build loyalty than by helping customers without expecting a sale from them.
Know Your Customers Personally
Engage with your customers on a personal level. If you are a local business, interact with your customers away from the business. For example, surprise them once in a while by taking them out for coffee.
Promise What You Can Deliver
Don’t make promises you can’t keep. You may be forgiven for not delivering a promise once, but if this becomes a habit, it will be a recipe for losing customers.
Inform Customers of Big Changes
Let customers know what your business is up to. When you are moving a new office or opening a new branch, let them know because this makes them feel part of your business and inspires loyalty.
Own Your Mistakes
When you goof, own the mistakes. Customers appreciate honesty and will forgive you for being human. Avoid the temptation to ignore or defend your business from mistakes as your reputation is more important than the business ego.
Send Personalized Notes
Sending handwritten notes is a personal way of connecting with customers. In today’s email age, nothing makes a customer feel more appreciated than a handwritten note from a company they are doing business with.
Involve Customers in Product Creation
Ask for suggestions on how you can improve your products and services. Find out what prospects would like to see in your offers by asking questions through email, social media, and surveys.
Report Implementation of Customer’s Suggestions
Implement feasible customer suggestions and let them know about it. Doing this helps customers know that you listen to and value their feedback.
Every business can excel in customer service. The good news is that you don’t have to spend a fortune to keep your customers happy. From using handwritten notes to implementing their ideas on your products or services, you can cement your relationship with customers to keep them for life.
Akaash Prasad is a UC Irvine alumnus who earned his bachelor’s degree in Economics. As Digital Account Manager at GMR Web Team, he is responsible for a wide array of marketing activities from strategy development to implementation. In his free time, Akaash enjoys playing basketball, practicing photography, and reading.