.Customers are the core foundation of any business no matter what it is. The vast majority of people are not hard to please despite the horror stories told. There are a few things customers spending money at your business require and honestly they aren’t that hard to give. Business will always hit a rough snag here or there and how a business handles the negative is just as important as how they handle the day-to-day interactions that leave customers happy and satisfied. If your business is in a highly competitive field gaining customers for life is extremely important.
Tend to your Customers
There’s nothing more irritating than walking into a shop and being ignored by the workers. You should let a customer know they will be helped soon after they enter. If they leave without their needs met, they will not recommend the business.Nor will they be leaving a one-star review on yelp. Letting customers know you’re aware of them the moment they enter is how you get off on the right foot.
Hear them Out
Customers who have suggestions, concerns, or questions want to feel validated by an employee or manager. Answering questions to the best of your knowledge even if the answer is simple shows you truly care about your customer. Concerns about product delivery date, a service, and anything in between should be met. You should have the same enthusiasm and interest you give when trying to make a sale. Not all customers are the type to come in, get what they need with no questions, and then leave. It’s important to remember customer service isn’t always a blanket solution.
Positive Energy Can Bring Positive Change
Handle the situation with patience when a customer becomes upset. A customer that has a bad experience at a competing business may come in a bit defensive but smoothing over and giving them an experience ten times better makes it easier for customer acquisition to happen. Showing that not only is your product better than your competitor but your customer service is better assures that sticking with you for the long haul is a good decision.
Not all customers can be soothed out of negative feelings quickly. It’s crucial that whomever is dealing with the upset customer remains calm, upbeat, and positive. Reacting negatively or with anger will only upset the customer. This will escalate things in a direction that will be bad for both parties. During training of whomever will be handling those situations, make sure your employees understand the goal of these situations. The goal is to keep a customer happy while respecting company policies.
Social Media And Negative Reviews
The internet has become a powerful tool but can be the beginning of a downhill spiral for companies. Controlling social media outside of work accounts is impossible. Responding to negative reviews posted online is the best way to control your company’s online reputation.
Be aware that social media isn’t always bad news for business. Keeping connected with your customers makes it easier for them to ask questions, interact, and spread awareness of your company. And it acts as a free marketing tool. Post pictures, polls, and information for free on Instagram and Twitter to thousands upon thousands of people with just one click.
Everyone is a customer to someone. Everyone wants to feel like they matter. Keep that in mind when handling things at your own company or place of work and you’ll be generating life time customers each day.
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