As business owners, it goes without saying that you wear many “hats”. One of your main tasks is to bring on a knowledgeable, friendly staff to represent your brand in a positive light. Today, we are going to pass the “hat” onto your customers and discuss several things that they wish you know about them. Just how well do you know your customers? What do you appreciate from a customer standpoint when you visit other businesses? What stands out to you? Do you prefer “good” service or “fast” service?
The Value of Good Customer Service
Customers who receive “good” service are more than likely to tell their friends. What is “good” service? It can encompass many qualities including a knowledgable staff, attention to detail, expressions of gratitude or exceeding expectations. Think back to your own experiences as customer. What stands out in your mind? Studies have shown that customers who have experienced “rude,” rushed or incompetent service are more likely to abandon a brand or company. As customers, we prefer knowledgeable service as opposed to rushed service.
“Where Everybody Knows Your Name”
Most customers value personalized service. Did you know that people are more interested when they hear their own names? This can be tough if you are a large scale company, but for small business owners, this little touch makes your customers feel appreciated. So take that extra time to get to know your customers. If you take appointments, perhaps look back at each customer’s history with your company. When they arrive for their appointment, greet them by name and ask about their last visit or services. If you don’t know your customers’ names, keep in mind that a friendly voice and acknowledgment can go a very long way.
Who doesn’t love a pleasant surprise? Whether it’s an upgrade to free shipping, an extra after dinner mint or free gift wrap, customers love surprises. These small gestures, especially when unexpected can generate feelings of appreciation making for a very powerful force for repeat business and word of mouth advertising. Think back to your own experiences. This goes back to the saying “you know never know what kind of day a person is having.” Small gestures like these can have a big impact!
Keep Them in the Loop
Do you tell your customer if there is going to be a delay in service time? If someone makes an inquiry via your website or social media, do you respond quickly? Customers like to be aware and in the know when it comes to the services that they are investing in. Make sure to keep them up-to-date. This can also apply to loyalty programs. Many are hesitant to sign up on their own or they lack the time to do so. By signing them up or taking the time to get them started, customers are more likely to stick with it and stick with your business to reap the rewards.
Give Them Value
It’s not always about the lowest price. Obviously as consumers, we all want to find the best possible deal, but that doesn’t mean it should be the “cheapest”. Customers more often than not, are likely to spend a higher price if they know that they are getting quality service. Granted there are some customers who will always choose a lower price over quality, but some really do look for effective, quality services or products. Also, take the time to ask your customers what can make your services or relationships better.
As a business owner, it’s your responsibility to learn about your customer base. Take the time to address their expectations, desires and needs as they are always changing. Not all consumers are your target audience, so invest in the customers that you want. Every customer wants to feel special. It’s really that simple!
What are you doing in your own business to make customers feel appreciated? What have you experienced as a customer that you found to be memorable? Are you willing to pay a higher price for quality? We’d love to hear your thoughts in the comments section!