Going the extra mile for your customers
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As the UK tenses itself for a period of economic slow-down, the competition to win and keep customers is tougher than ever. If you're not going to cut prices to win new business, then it's crucial to ensure that every step of the customer's experience, from order to delivery, is outstanding.
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5 Top Tips:
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| 1. |
Never forget that your customers have a choice |
| 2. | Make sure your front line staff are trained to follow procedures |
| 3. | Reward loyalty in unexpected ways
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| 4. |
Deal with complaints efficiently. Acknowledge, apologise, and review your processes |
| 5. |
Delighting the customer isn’t always about money. Sometimes it's as easy as a smile.
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Firstly, remember the quality of customer service is down to the quality of the people who provide it. Your front line staff play the most critical role.
They need to know what to do and say in every situation so that the customer's experience is a positive one.
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Secondly, everyone in the business needs to focus on customer satisfaction.
It sounds obvious, but a chain is only as strong as its weakest link and a careless action from one employee could lose a customer for ever.
What happens after a sale is often just as important as before and during. Something unexpected but as simple as a 'thank you' note is easy to execute, will make you stand out from the crowd and will often lead to more business.
And, just because you don't get complaints don't assume all customers are happy. Dissatisfied customers may simply go elsewhere, telling everybody what they think, and you’re none the wiser. A feedback loop will help you identify any customer service problems and pre-empt any future issues.
Best wishes
P.S. And on the subject of feedback, please take part in our short survey - thank you!
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IN NEXT MONTH'S
EYE LEVEL:
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Corporate Social Responsibility
CSR is an opportunity to achieve standout and give something back at the same time. Find out what it could mean for your business in next month's Eye Level.
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