Having a good range of products is not enough to attract customers. Having a great level of customer service is.
A great level of customer service can make all the difference to your business.
Here’s how you can offer a service that can keep customers coming back.
Address Your Customers By Their Name
Your customers need to have a personalized customer experience. Addressing your customers by their name can help with this. Interacting in a friendly way breaks down the business-customer barrier.
Turn Mistakes Into Something Positive
If a customer makes a mistake, turn it into something positive. Here’s how:
- If a customer leaves their spectacles in your store, clean them and put them in a case
- If a customer becomes ill when they’re on your premises, take care of them. Check in on them later to see how they’re doing
Do what you can to turn a negative experience into something positive. When you do, your customers will stick around.
Reward Your Loyal Customers
Customers want to be rewarded for their loyalty. Offer customers free coupons or drinks. Give them early access to your sales or offer a discount on their bills.
The more rewarded your customers feel, the more likely they are to return.
Provide Great Customer Support
Always provide your customers with great customer support. It does not matter who they are or how often they’ve been with you. All of your customers should receive great support.
We’ve all experienced bad customer support. We’re all aware that bad support can put people off from returning. This is why it’s crucial that you and all of your team offer great support.
Your customers need to see that you’re going the extra mile for them.
Offer Multichannel Support
Ideally, your customers will be able to contact you in different ways. You may want to offer:
- In-person support
- Email support
- Telephone support
- Live chat support
Don’t forget to also offer support via social media. Most, if not all of your customers will use social media. If they can contact you via your page or account, they’ll be happier. They’ll also feel more connected to you, and that is priceless.
Don’t Use Generic Replies
While generic replies can be useful, they’re not always very personal.
Rather than saying, “We received your order”. You could say, “Hi [name], thanks for your order!”.
If a customer reaches out for support by email, respond with a personal message. If you have told the customer that you’ll get back to them within 24 hours, make it no more than 6.
The sooner you respond to your customers, the happier they will be.
As you can see, offering a better level of service isn’t hard. Showing that you’ve made an effort can work wonders. When your customers receive a better service, they’ll be happier. Everyone knows that when customers are happy, they’re likely to return.
The happier your customers are, the more profitable your business could be.