Build Customer Loyalty

Customer ServiceCustomers generally expect to get what they pay for. If you go beyond that to deliver something extra and unexpected, you can set your company apart from the competition.

To that end, here are five ways to surprise customers and beat “the other guys.”

1. Know Customers Personally. Do you reach out to customers soon after a purchase is made, just to see whether they’re satisfied? Think about the positive impression you’ll make on customers by doing so. Making contact can be as simple as inviting customers to take an online survey or as involved as making a phone call or sending a personalized email or a handwritten thank-you note. Longtime loyalty stems from gestures like these.

2. Offer help for no benefit to you. Like every other business, you have a customer-service policy and need to maintain certain standards. But when a valued client makes a special request, it may make sense to deviate from the rules. For example, you could provide free shipping on an exceptionally large order. Or, if you can’t satisfy a customer’s particular need, you could make a referral to a business that can. Customers are often surprised by this level of attention, and they’ll remember a business that provides it.

3. Solicit feedback. Is there a place on your website where visitors can easily offer suggestions or voice a complaint? Making the process simple shows how much you value your customers’ opinions. When a problem occurs with your service or product, offering a candid admission of the error — as opposed to excuses — may help you retain a potentially alienated customer. Always follow up with anyone who complains to let the customer know the problem has been resolved.

4. Offer generous discounts. Customers expect markdowns on goods or services from time to time. What they may not expect is a surprise 5 percent discount on their next invoice with a note saying, “Thank you for being such a great customer.” Consider offering other special discounts or free samples as rewards to loyal customers. This tactic also can be useful for repairing your relationships with complaining customers.

5. Keep top employees happy. In a bricks-and-mortar setting, customers put a lot of emphasis on how well they’re served by employees. Staff members who do an outstanding job of assisting customers are often a small business’s most valuable asset. Take care of these employees in order to keep turnover to a minimum. Visitors to your website or your store won’t always make a purchase. But it’s still important to be gracious and attentive to their needs, no matter what.

The key is to always make your customer happy. If they remember a great experience in your store [or website] — even without a purchase — they are more likely to return again.”

Please “Like” and share your comments. Additional training resources are located here.

FREE Digital Course PreviewsChange Management  PRIDE System of Customer Service  Interviewing Skills  Performance Management  ROAR Model of Process Improvement   Time Management

 

 

 

James E. McClain is the author of Successful Career Development: A Game Plan, the book upon which some of our training programs are based. He has over 30 years' experience as a corporate HR executive, small business owner with ongoing experience in career development and as a college instructor. His educational background includes a B.S. and Masters degrees Education and Certification in Financial Planning. Our promise is that "you can pay more for training but you can not buy better training." The mission is to deliver the most effective and cost effective training and development programs.

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