Great Customer Service
As a business owner or organisation, it is all too easy to think the world is conspiring against you. In today’s commercial environment, one of the biggest problem’s businesses face is competition – but don’t despair, there is a secret weapon that can help you get the edge and drive your business forward.
That secret weapon is ‘Service’. Service can transform your relationship with
your customers and take your business to a new level. You might argue that you are already giving your customers good service, but what I am talking about is using service to secure existing customers and attract new ones.
The real secret is how to use service in your business. Here are three ways in
which you can really make a big difference:
1. Remember the little things.
It is surprising how little you need to do to impress your customers or clients.
Just helping them to carry their purchases to the car, or calling them to check if
everything is OK if you have sorted out a problem for them. It is these small things that help to build a relationship with your customers that really matters. Think of how many businesses you deal with simply because you like the person who serves you or because they go out of their way to be helpful.
Here are a few examples of attitude changing service that only take a few seconds, but will last for days in the customer’s memory…
Make a customer a cup of coffee and record their preference on a customer notes. Next time they come in, say ‘Cup of coffee? White with one isn’t it John?’ Who wouldn’t be impressed? Or, sending them a card on their birthday is a great way to build rapport. Just remember to record their birth date on the their notes.
2. Add value
Sometimes it can be worthwhile to reward your customers with ‘added value’,
although careful thought must be given to how this is done or your customers
might come to expect to get ‘added value’ all the time. What do we mean by ‘added value’? Well, it could be giving them a trial sample of another product – you can sometimes get these free of charge from your suppliers for example, a small satchel of hand lotion, or perhaps a sample tin of paint, in fact – anything – can make a customer feel good. Or when you sell a product, why not give them something for free that has a high perceived value but has a low cost to you – such as money off their next order or visit. These clever extra ‘added value’ touches will not only leave them on a high, but probably encourage them to refer new customers.
3. Collaborate with other businesses
This is a really effective & inexpensive way to get your customers on your side.
Here’s how it works…You approach another business and discuss the possibility of helping to promote their business to your customers. All they need to do is supply a free gift, such as a gift voucher or free service that you can give to each one of your customers. For the company concerned, you are providing them with ‘free’ advertising direct to your customers. More than that, you’re recommending their business which is a powerful form of promotion. The benefits can be impressive. Imagine if your hairdresser sent you a £10 voucher to spend at a local gift store. You’d be surprised, and impressed. What if your gym sent you a voucher for a free massage? It may seem like a simple gesture but it can have a huge effect on the way your client views your business.
People will remember the little things that you do.