Your customers are your business. Keeping them happy is vital to keep them coming back and help you build a strong brand reputation. Indeed, 95% of leading organizations say customer experience is essential for achieving growth. You never lose just one customer. If you fail to meet customer expectations, you lose all of their future transactions. And they will tell others. So, how do you keep your customers happy and make them loyal?
Make them feel important. Address them using their name. Ask about their life, their family, their vacation plans. Don’t pry, but do be pleasant and show an interest. When they speak, be attentive. Most people like to talk about themselves, their lives, and their achievements. But remember, others are not so chatty. Read the signs. If a customer doesn’t want to engage in conversation, limit the chat but remain friendly and warm when you need to speak to them. When it comes to talking about the job, ask them what they want. Feel free to give advice and guidance, but do it tactfully. Telling a customer their choice of wallpaper is ‘awful’ will do little to ingratiate you. Advising on the latest interior design trends and telling them that an alternative may better complement their color scheme will.
Smile and make eye contact. It shows you care, and it makes you approachable. If you appear standoffish, your customers may be nervous about requesting changes or raising an issue. Not only can this make the job take longer, but it can also prevent them from coming back or recommending your services.
Know your products and services inside out. Customers need to have confidence in you and expect you to know your stuff. When you’re answering questions about the services you offer or the products you use, try to explain ‘why’ things are as they are briefly. Not only does this help position you as knowledgeable, but it also increases your customers’ understanding. But be aware that you can’t be an expert in everything. It’s OK if you can’t answer every question off the top of your head. Never make things up, lie or guess — or at least make an educated guess, make that clear to the customer. When you say, you will go away or make a phone call to find the answer to a question, do it as promptly as possible and report back to the customer once you have a reply.
Treat each customer as an individual. It’s easy to lump them all in as one (as this blog demonstrates), but each customer has individual needs and requirements that are unique to them. What may feel like just another day at work to you might be a significant event in your customer’s life. Ok, so you’re just building a bedroom wall. For them, you’re creating a safe space for their child. And that personal touch goes a long way to make you a brand in your own right. Word of mouth is a powerful marketing tool, and attention to detail will impress.
Respect your customers’ time. We’re all busy. While your customers will be more than willing to talk to you or reply to a message if it is relevant, they do not want to waste their time. Don’t insist they meet you in person just for you to relay a message that could have been passed over the phone. Likewise, don’t leave complex voicemails that are likely to result in your customer ending up with more questions than answers. In those circumstances, message them to say it is best to speak in person and do your best to chat at a convenient time.
Make it easy for customers to raise complaints. When something is not reasonably expected, customers reserve the right to raise the issue with you. Mistakes and misunderstandings are to be expected from time to time. A thorough discussion about expectations and responsibilities before commencing work goes a long way to limit disputes, but they cannot be avoided altogether. Inviting feedback throughout gives customers a chance to mention any aspects of the job they are unhappy with and find early solutions to problems. Even if they have no negative comments when you ask, the fact that you have involved them in the process and provided an opportunity for feedback tells them you care. And you’ll know you’re doing a good job.
Reward loyalty. Show your regular customers that you value them. There are plenty of ways you can demonstrate that you appreciate their loyalty. Discounts can be applied, the occasional extra service, or complete a small ad hoc task for free. Loyalty cards are another way to keep people coming back. And if you include your contact details on it, they will always be able to pass them on when they recommend you.
Thank your customers. Politeness goes a long way. Ok, so their phone call interrupted your day. Thank them anyway. Of course, you expect them to pay in full and on time. Thank them anyway. You’ve traveled to their home after a full day’s work to listen to them make a complaint. Thank them anyway. There are always competitors they can turn to. Please don’t make your customers start looking for them.
Follow up on previous customers. A postcard, Christmas card, or letter is fine, but don’t be afraid to give previous customers a phone call to check on things. That personal touch can make all the difference and ensure you’re kept in mind when they need the next job done.
Don’t hide anything. Misleading people is a great way to make them distrust you. Be clear about what each project involves, how long it will take and how much it will cost. Make quotations and invoices straightforward and easy to read. Using field management software will help you keep organized and manage all your projects professionally and efficiently.
Originally published at https://allbetterapp.com on November 25, 2021.
