As we all know, when a customer has a good experience there’s a good chance he will tell one person. We also know that if this same customer has a negative experience, he will most likely share the whole story with everyone he knows. The best way to build a trusted reputation with current and potential customers is to strive to provide them with an exceptional customer experience. And that means going “above and beyond” to make sure that your customer’s expectations are exceeded, EVERY time.
Here are a few tips to make sure that your customer has the best experience with you:
1. Pick Up The Phone. One simple way to communicate your gratitude to a customer is to pick up the phone and call them! While it may seem like you don’t have the time, you may want to remember the value of the call to that particular customer and the potential customers that you may get from that one live conversation. A personal phone call is a great way to let customers know you want their experience to be the best, and that you care about their business.
2. Follow Through! If a customer sends you an email, YOU need to respond. If it was important enough for this customer to take the time to send you an email, your response is important to them. This follow up relays to this person that you are attentive to their thoughts and care about building a long-term relationship with your customers.
3. UNDER-Promise. OVER-Deliver. If you say you are going to get the job done in one month, try your hardest to get that job done in three weeks. If you say the job is going to be done for $5,000, aim to get it done for a little less. Nothing makes a customer experience more amazing than getting BETTER results than expected.
4. Don’t Worry, Be HAPPY. Is there anything worse than a dull greeting in a check out line? What about a rude employee at the supermarket? It’s so much more pleasant to be greeted with a smiling face wherever you are, so let your customers see that in your company. Be happy when you answer the phone, give estimates, talk to your clients, and close a sale – not only will your clients have a better experience, but you will, too!
5. Be Available. Make yourself available to your customers and to your employees. When your customer sees a positive relationship within your business and the employees, their experience is heightened and they are more likely to tell others. Do your best to respond to all emails, phone calls, and customer requests for appointments before close of business the SAME day. If this is not feasible with your schedule, set your team in motion to make it happen.
As every industry struggles to stay on top, these tips for creating a great customer experience will ensure that your position will be held securely. In the end, the value of a great company is one that has the consumer’s best interest in mind.
