If you asked your customers to rate their satisfaction with your services, would they give you a wonderful review?
Customer experience is where business is won or lost. If the needs of the customer are not met through dealing with you, they will take their business somewhere else, however it goes beyond just your product or service. For most it’s the interaction with your team that keeps them coming back.
It is much less expensive to keep an existing customer than it is to acquire new one. We are told it is important to differentiate yourself from your competitors. There are many companies who get caught up in trying to do so, all the while missing one of the most obvious things…how you and your team interact with your customers.
Many customers look forward to the time they visit your business because they value those moments when they are engaged with you in a conversation. Those moments create an experience that goes beyond the sale by adding your personal touch. In the minds of your customers you and your team make all the difference and if they like you, then they like your company. Keeping existing customers engaged is key to the success of your business.
Here are a few tips you can use to add value to your customers and keep them satisfied so they keep coming back:
Look at your environment: Walk into your business and see what your customers see. Is the environment inviting? Are there repairs that need to be done? Would you want to spend time there? Make the changes you need to make to have people feel welcome coming in to your building.
Set expectations of service: There is nothing more frustrating than expecting something in walking into a business and receiving something less than those expectations. Your team needs to be aware of the service you promise to deliver and you need to make sure the resources are there to do so. If you promise to call people back within one business day, then make sure you have the process to ensure this happens.
Seek feedback: Your customers know of ways your business could be better. Sometimes people are afraid to ask for feedback, because they don’t like to feel obligated to implement ideas that are costly or impractical. The risk you run in not asking for feedback is in never uncovering the good ideas that you could put into action. It is generally more important for people to feel their ideas have been considered, than in actually seeing them put in place.
Be proactive to solve problem you identify. Customers appreciate when they can rely on service and quality experience they get in doing business with you. Taking immediate action to resolve issues signifies that they are important to you and that you are eager to keep their business.
Remember, customer experience is where business is won or lost. Create a winning experience and you will create a winning business.