The most important component of a successful business is it’s customers. They are the lifeblood of the company. Through customer service, businesses can satisfy clients, create positive word of mouth, and increase sales. Check out Verde Martin’s simple steps to delivering quality customer service!
Under Promise And Over Deliver
There are few things more frustrating than a promise undelivered. Before meeting with your client, clearly set boundaries as to what you can and can’t do for them. Next, walk through your plan with the customer, detailing the steps and expected outcomes. Then, do everything you can to exceed those outcomes. By under promising and over delivering, you will not only fulfill your commitment, but also impress customers by going above and beyond. That extra effort will in turn help increase sales.
Know Your Customer
It’s difficult to satisfy a customer you don’t know. Therefore, an important aspect of good customer service is getting to know your customer. It’s important to actively listen and identify clients wants and needs. They are the best people to outline what they want and how they want it done. Ask questions and clarify. By taking the time to understand your client, you are one step closer to delivering outstanding customer service.
Help Them Understand Your Business
Education is key. If the customer does not understand your product or service, it can lead to confusion, dissatisfaction and doubt as to why they should continue to hire you. At Verde Martin, we have a specific sales audit that we walk our customers through. By understanding the process, our clients are involved, see the positive results first hand and are more likely to continue using our services.
Feedback, good or bad, is vital to the success of your business. By encouraging feedback, you have a better idea of how your company is doing in the eyes of your client. You can track success and failure as well as overall satisfaction. Make giving feedback an easy process, check on customers regularly, receive comments warmly and remedy reported problems in a timely fashion. Receiving feedback is key to understanding customer satisfaction and ensuring your companies success!
Know How To Apologize
“I’m sorry” can go a long way. It’s a simple concept yet often overlooked. When things go awry, an acknowledgment and apology is sometimes all a customer needs. Even if you do not agree with a customer, they are your client. Attracting a new customer is five times more expensive than retaining a current one. Therefore, it is important to remedy the problem and an apology is a great start. By acknowledging the error, saying, “I’m sorry” and then fixing the problem, companies have a better chance of winning back dissatisfied clients and retaining their customer base.
The future of your company is your customer base. Therefore, it is vital to keep them happy. In an era of Twitter, Facebook and Yelp, customers can post reviews and complaints in a matter of seconds and reach hundreds of people in just as little time. Through these five simple steps, businesses can increase the retention of current customers and attract new ones as well. All of this leads to the overall goal of more sales. And who wouldn’t want that?
In addition to these steps, take a look at this video, which details lessons on customer service from Virgin Group founder, Sir Richard Branson: