6 Simple steps for GREAT Customer Service
Great customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.
Great customer service is all about bringing happy, satisfied customers back. It’s about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with a customer – a relationship that the customer feels he wants to pursue from their side. Happy customers most often become good friends.
So how do you go about forming such a relationship? By remembering the one true secret of great customer service and acting accordingly; “You will be judged by what you do, not what you say.”
I know this verges on the kind of statement that’s often seen on a motivational soundbite, but providing good customer service IS a simple thing. Below are some steps that if you follow them you will improve your customer service. In fact you will be known to have good customer service, all you have to do is ensure that your business consistently does these things. However a note of caution!Great Customer service starts with you and your attitude and understanding of what service actually is. This understanding is the difference between good customer service and GREAT customer service.
So here are six simple steps that if you follow will improve your customers experience:
1. Don’t make promises unless you will keep them.
Not plan to keep them but will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines and more. Think before you give any promise – because nothing annoys customers more than a broken one.
2. Listen to your customers.
Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
3. Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service. In fact, every business will ‘drop the proverbial ball’ at some point. How you respond, and resolve the challenge tells the client more about you and your company than any other act or statement.
4. Go beyond, be helpful – even if there’s no immediate profit in it.
The other day I had to visit my garage, they took a look at the issue, fixed it, even added some transmission fluid and charged me nothing! Where do you think I’ll go when I need a car service or any other auto need? By the way, how many people do you think I’ve told this story to?
5. Train your staff (if you have any) to be always helpful, courteous, and knowledgeable.
Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn’t) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at…”
6. Take the extra step.
For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3”. Lead the customer to the item. Better yet, wait and see if he has questions about it, or has any further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
Oh and .. Throw in something extra. (So this is number 7)
Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective.
If you apply these six (well seven) simple rules consistently, your business will become known for its good customer service. Oh , and the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever will!