In today’s world it’s more important than ever to provide great customer service. In times gone by it didn’t matter so much if a few customers got upset or had issues. But the constant hum of the internet ensures that bad news will travel – fast and far.
Sure, good news travels too, but not in the same quantity or with such relish. Now, more than ever, it is vital that you provide exceptional customer service.
When do you start providing this exceptional service? Sometimes we’d suggest even before the sale. Definitely during the sale and just as important (but often neglected) after the sale.
The after-sales service is most likely what your customers will remember. This is what will bring them back again, and have them bringing their friends along too. You want to thrill your customers with the service or product you provide.
What are some of the things that make for great customer service?
1. Be Accessible
Make sure you are available and accessible to your customers. As well as being someone who can listen, ensure you can also provide a solution. If there are gaps in your products and services,make sure you can solve this. Have someone you can refer your customers to who DOES have the solution.
2. Be Consistent
Providing a consistent customer service will help keep your customers coming back. You’ll need systems and procedures to follow so that your team has a track to run on. This will keep everything consistent. Your clients will know what to expect. They’ll come back for what they expect and know they’ll get.
3. Understand The Value Of Your Customers
Make sure you know the difference between the value of a sale today vs the lifetime value of that customer. Your team needs to understand this too. Never compromise the lifetime value of your customer for a one-off fix.
4. Get Your Database Sorted
If you keep your database up-to-date, alive and well, it will be one of the most valuable tools your business has. It will enable you to be in contact with the people who’ve bought from you, and those you want to do business with.
The ultimate bonus? A business with an up-to-date database is more saleable than a business without one.
5. Stay In Touch
Repeat business is the real winner. Because you’ve made a sale doesn’t mean that’s the end of the line. Here’s where your database comes into its own.
Keep your business top of their minds by being in touch often. In conjunction with great after sales service, this can turn your customers into raving advocates.
Isn’t that what you really want?