Competition between companies is fierce. Customers are bombarded and confused by so many similar offers. Small business owners wonder: how do you get a customer to choose your business? And how to get her to repeat her purchase?
The answer: they must ensure that the customer is satisfied through an excellent quality of service. It is not luck to obtain these results, a true customer service plan will be the only way to achieve it.
At this time, where the competition is so fierce, the same question reveals to all entrepreneurs: How to make customers choose to buy from your company and not from your competitors? And even more, how to make the customer who bought once continue buying in the future?
The answer seems simple: satisfy the customer. Surely you have already heard that a satisfied customer is a customer who will continue to buy from your company, and will also be recommending you to others. On the contrary, a dissatisfied customer will not only stop buying from you, but will also be in charge of letting as many people know as possible about the bad service they received from you.
The question we must ask ourselves is: How do we satisfy the customer, so that they continue to buy from us and recommend to others?
One of the best ways to satisfy the customer is by offering a high level of customer service or care.
Until a few years ago, offering customer service was something additional, an added value, an extra that some companies offered to differentiate themselves from the rest.
But today, in this war to keep customers, offering a high level of service has become imperative, mandatory.
Today the client expects and even demands a high level of attention. To survive, then, it is essential to offer an excellent level of service.
Surely you ask yourself, when can I give a service to my client? And the answer is: whenever contact is made with the client, be it in person, by phone or in writing, you have the chance to show a high level of attention. Don't expect the customer to ask or claim something from you. Today the service is offered proactively, that is, it is actively seeking how to surprise the customer, offering him more than he expected. The ultimate goal is that the customer feels pleasure from the shopping experience with us and is a loyal customer.
This continuous opportunity you have to improve the service you offer is not done by chance or by magic. To obtain the expected results you must plan well. This means that you have to ask yourself what you want to offer to your clients, how it will be done, who / it will do it and how the results will be controlled.
The fundamental principles that must be taken into account when planning customer service are:
Customer service has to be a routine incorporated into the usual and daily business task. It cannot be an exception, or something that "today it occurred to me to do and tomorrow I don't know." For it to work, it must be consistent over time.
A customer service strategy has to involve all company personnel.
It is useless if the technician who installs the air conditioning is highly trained, if when the customer calls by phone the secretary answers him reluctantly or has a bad tone. Make your staff understand that each of them is a necessary brick to build the company.
The first customers of a company are its employees. The treatment or climate that reigns between supervisors and employees is essential. Can you imagine if a cashier will be able to serve his customers well if the boss has treated him unfairly five minutes before? So take care that each supervisor treats employees well. Motivated employees will do their best to satisfy customers.
Small businesses have advantages over large ones. Generally, with smaller structures, it is easier and faster to implement a good level of customer service.
Like every strategy you implement in your company, the level of customer service you offer is always recommended to check periodically to make adjustments, corrections and adaptations. Remember that companies and customers are dynamic, expectations vary over time, therefore the responses have to be adapted to these changes. You can send a simple survey by mail so that your clients think about the quality of the service that your company offers and what aspects can be improved.
- Establish communication with your customers. If an order is late, if a job you promised to do will be delayed, don't expect them to call to complain. Surprise them, call them! Explain to them, and offer the solution before they get mad. Offer quick answers. Whether by phone or in person, never delay in answering a question, answering a question or making an appointment. Don't expect your competitor to beat you! Be attentive to your customer. Show them that they are important to your business. Whenever possible, offer them a coffee, free parking, and take a seat in your office. Get to know your customers the best you can. Remember their names, their tastes, their previous purchases, and their preferences. He will feel that he is important to you. This way you will know why they buy from you,what their needs are and how you can best satisfy them. Make the relationship with you easy. Always try to adapt to the client, to their schedules, to their preferences. Try to be flexible, the client will greatly appreciate your effort. Those who are face to face with their clients, should take care of their appearance. The clothing, the gestures, the hygiene, the language you use are all aspects that the client will observe and evaluate. Be grateful to your clients. If your customers visit your business frequently, make them feel welcome, offer them coffee. Also, if it is possible for your clients to bring children to your office or business, have a basket with toys. Parents will appreciate the distraction and the visit may be longer if the kids are busy. Keep your entire business neat and clean. If you dedicate yourself to construction,Make sure your tools, your car, and your clothes are as neat as possible. If you hand out brochures, cards, or pamphlets, they are clean, wrinkle-free, and spelling-free. Taking care of these aspects will make you look like a serious and reliable company. Your desk is a reflection of the organization of your company. Try to have a clean and tidy desk - the sale doesn't end the day you deliver the merchandise or finish a job. Always follow up later. Make sure the customer was satisfied with the work or the product they received from you. If you receive a complaint, be happy! A complaining customer is a customer who offers you the opportunity to correct what went wrong before going to a competitor's business. Thank him, offer him a solution and try to make him satisfied.your car and your clothes are as neat as possible. If you hand out brochures, cards, or pamphlets, they are clean, wrinkle-free, and free of spelling errors. Taking care of these aspects will make you look like a serious and reliable company. Your desk is a reflection of the organization of your company. Try to have a clean and tidy desk - the sale doesn't end the day you deliver the merchandise or finish a job. Always follow up later. Make sure the client was satisfied with the work or the product they received from you. If you receive a complaint, be happy! A complaining customer is a customer who offers you the opportunity to correct what went wrong before going to a competitor's. Thank him, offer him a solution and try to make him satisfied.your car and your clothes are as neat as possible. If you hand out brochures, cards, or pamphlets, they are clean, wrinkle-free, and free of spelling errors. Taking care of these aspects will make you look like a serious and reliable company. Your desk is a reflection of the organization of your company. Try to have a clean and tidy desk - the sale doesn't end the day you deliver the merchandise or finish a job. Always follow up later. Make sure the client was satisfied with the work or the product they received from you. If you receive a complaint, be happy! A complaining customer is a customer who offers you the opportunity to correct what went wrong before going to a competitor's. Thank him, offer him a solution and try to make him satisfied.no wrinkles and no spelling mistakes. Taking care of these aspects will make you look like a serious and reliable company. Your desk is a reflection of the organization of your company. Try to have a clean and tidy desk - the sale doesn't end the day you deliver the merchandise or finish a job. Always follow up later. Make sure the client was satisfied with the work or the product they received from you. If you receive a complaint, be happy! A complaining customer is a customer who offers you the opportunity to correct what went wrong before going to a competitor's. Thank him, offer him a solution and try to make him satisfied.no wrinkles and no spelling mistakes. Taking care of these aspects will make you look like a serious and reliable company. Your desk is a reflection of the organization of your company. Try to have a clean and tidy desk - the sale doesn't end the day you deliver the merchandise or finish a job. Always follow up later. Make sure the client was satisfied with the work or the product they received from you. If you receive a complaint, be happy! A complaining customer is a customer who offers you the opportunity to correct what went wrong before going to a competitor's. Thank him, offer him a solution and try to make him satisfied.Try to have a clean and tidy desk - the sale doesn't end the day you deliver the merchandise or finish a job. Always follow up later. Make sure the customer was satisfied with the work or the product they received from you. If you receive a complaint, be happy! A complaining customer is a customer who offers you the opportunity to correct what went wrong before going to a competitor's business. Thank him, offer him a solution and try to make him satisfied.Try to have a clean and tidy desk - the sale doesn't end the day you deliver the merchandise or finish a job. Always follow up later. Make sure the client was satisfied with the work or the product they received from you. If you receive a complaint, be happy! A complaining customer is a customer who offers you the opportunity to correct what went wrong before going to a competitor's. Thank him, offer him a solution and try to make him satisfied.is a client who offers you the opportunity to correct what went wrong before going to a competitor's. Thank him, offer him a solution and try to make him satisfied.is a client who offers you the opportunity to correct what went wrong before going to a competitor's. Thank him, offer him a solution and try to make him satisfied.
As the leader of your company, you are responsible for defining the customer service strategy. But remember to communicate it to the rest of your people, they are the ones who will make the strategy result.
And as a final message, remember that even good service can always be improved. The competition does not stop. Don't give it to him.
