Whatever business you’re in, keeping your customers happy should be exceptionally high on your list of priorities. But customers can be a fickle bunch, so how do you maintain and increase their satisfaction levels? It’s a difficult task, one that can often seem too difficult to pursue. But that doesn’t mean you shouldn’t; the benefits are very much worthwhile, as you’ll soon discover when repeat business and customer satisfaction skyrocket. The following tips may help you to get (or keep) the joy flowing.
1. The Environment
One of the best impressions you can make with existing and potential customers is with the environment where you do business. Is your office a bomb site? Does it give the impression that you’re a professional who is ready to do business or is it a cluttered, dirty mess? Start your business relations on the right foot by getting a professional cleaning company such as AMC Cleaning to regularly maintain your office space.
It’s important not to just listen to customers when they’re complaining (though this is also an important time to be paying attention!). Spend some time getting in touch with your clients so you can ascertain what’s working well and what could be improved with the services that your business offers. A quick courtesy call every now and again is a great way to show your customers that you care about them. Ask about how you can improve the customer service experience. What went well? What could you do to improve the things that didn’t go so well? By showing an interest in your clients (and not necessarily trying to contacting them just to drum up additional business), you’ll leave them with a good impression, which may translate into extra sales.
An important step to staying in touch with your customers is to keep your client contact lists up to date and send out regular communications, such as holiday greetings or birthday wishes as appropriate. Your name will be at the front of your clients’ minds when it comes to possible future business transactions and they’ll also appreciate the fact that you bothered to remember who they are.
It’s not enough to say that your business is going to do something; you need to actually do it and it needs to be done in the specified time. Never agree to provide a service in a definite time frame if you know that you can’t do it. Instead, be honest and negotiate a realistic (and achievable) goal. Think about the times you’ve booked a tradesperson for a specific time, only to have them turn up late – and without them even calling you. How mad did it make you? Exactly. If there is an issue with delivering services or goods then you should immediately get in touch with your client to inform them of the delay. More often than not, this courtesy call will make the difference between a one-off job and an ongoing relationship.
How do you keep your customers happy? Post your tips below.