In business, your continued success is partly down to the quality of what you are offering, but of more importance is how you are providing it. That’s why your customer service needs to be top notch. There’s a lot of negative press coverage for companies that deliver poor customer service. So, my advice is that if you want to stand out, you need to rethink how you treat your customers.
It will come as no surprise to you to learn that the number one reason why a customer leaves is because they feel like you don’t care about them. To keep your customers, you need to deliver excellent customer service, not once, but throughout their transactions with you. And you can’t just pay lip service, as some big brands do. If you say you will do something, then you need to follow through.
It pays to think long term
Good customer service pays dividends as well. Remember you need to think long term when dealing with customers. By keeping customers happy, they will be loyal and through word of mouth, will do the marketing for you. A satisfied customer tells at least three friends, whereas a dissatisfied customer will tell between 9-15 people about their experience. Going the extra mile will result in a happy customer and it also means that the next time they want some similar work doing, you will be firmly on their radar.
Put yourself in your client’s shoes
Over the years, I have spent time and effort in making sure that anyone who touches the Pixooma brand gets a positive and timely response. I believe that it comes down to putting yourself in your client’s shoes and making sure that if the roles were reversed, you would be satisfied too!
Of course, your client must come first. They must feel important and know they are listened to and understood. They must trust you and feel reassured that if a mistake happens, you will be right by their side sorting it out and making sure they are happy.
Here are three ways to help you deliver excellent customer service.
- Demonstrate you REALLY care
Listen and understand their situation or issue. Communicate with them regularly. Solve their problems and respond in a timely fashion. Thank them for their business and finally ask for their feedback.
- Do what you say you’re going to do and do it when you say you will
The key here is to under-promise and over-deliver – not the other way round. When you overdeliver, your clients will know you are deeply invested in their success. Be realistic with deadlines and budgets. Never tell them something you can’t deliver on and refrain from prioritising one client’s work over another.
- Be fair to you and your client
Do business in an open, ethical and transparent manner. Complete the work specified in a good, professional and efficient way, ensuring that you don’t cut any corners or leave anything out. Be accountable and available. Ensure the experience your clients have is of a high standard and that it comfortably meets their expectations.
Finally, good customer service is not a one-off activity which can be simply crossed off a to-do list. It’s a continual process that you need to invest in both now and onwards into the future.
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