Building a successful business requires getting repeat customers.The secret to getting consumers to come back is to make them feel appreciated.Whether your business lives online or in a retail space, or is conducted over the phone, there are several ways you can demonstrate excellent customer service and take it a step further to create a personal connection that will bring people back to you again and again.
Step 1: Immediately after entering, acknowledge customers.
If you can, come out from the counter and help them as soon as possible.If you can't get over to them right away, please welcome them to your business and let them know that you will be there to help them.It's important that you don't offend a customer by rushing them or trying to move to the next sale.When more than one customer is present, treat them equally.When you want to demonstrate to a potential or new customer how you treat your existing ones, you should only give one special treatment in front of another.
Step 2: Make eye contact by smiling.
The most important person in the room should be the person you greet or talk with.Make sure you listen to what they need and give them your full attention.A customer may have an unnecessarily long explanation for why she needs a new dress, but pay close attention to the details so you can make specific suggestions and avoid pointing her to something inappropriate for her event.If your business provides professional services, ask questions to clarify a potential client's expectations when they give only basic information.You are aware of some important considerations.
Step 3: The customer has a name.
You can call them by name next time they visit you and make them feel even more valued, because this will show them that you are taking an immediate interest in them as a person.If you can't remember names, try a trick like a mnemonic device.Think of a word that sounds similar to their name and write a sentence linking the two together.
Step 4: They will mention something about it on their next visit.
Asking questions about what they need and why can lead to more information about their lives.When buying something for a trip, remember where they are going and ask how their trip was the next time they come in.If you run a home improvement store, you should ask about the project for which they are purchasing materials so you can see how it went.
Step 5: If you can't give it, help the customer find something else.
Referring a customer to a competitor will show that their needs are important to you.Customers will visit you again if you tell them how and where to get what they need.Losing one sale and gaining a customer's respect is more productive than selling a product or service that doesn't address their needs.
Step 6: It's important to keep your workspace organized and inviting.
cluttered aisles, out-of-date merchandise, broken equipment, and dirty windows give the impression that you don't pay attention to details or customer satisfactionMake people feel welcome by offering a clean and organized store front and appropriate signs so they can find their way around.There is a welcome sign on the door or window.It is possible to get a sign from a store for a good price and it will look better than the ones businesses have.You can use your artistic ability to make a sign for your business.If you have a restroom, make sure it is clean throughout the day.A dirty bathroom is what turns customers off.There are unique decorative objects that can be added to the walls and counters.It is a chance to show guests your personality and give them an idea of who you are.
Step 7: It's possible to build an online business.
Even if you don't have an office, you can still create a website for your business.It's a good way to let the public know about your business or schedule appointments.Potential customers use search engines to find businesses near them, and then look for reviews and ratings on the internet to decide which one to visit.Provide directions to your business on your website if you have a storefront.You can make your storefront easy to find by including a map or link.It's easy to find your contact information, like your phone number and business email address.There is a live-chat option for customers shopping online.Email any questions about your services or products, and respond to them promptly.An option to change the language of the website can be implemented if a lot of your customers speak Spanish.
Step 8: A strong media presence is needed.
In addition to having a functional website, join popular social media platforms.Allow people to share your website with their friends byliking or commenting on it.You can respond to customer posts on your page.If you patrol ratings sites, you will see that they respond to all comments promptly and publicly.You can post whenever you have news.To get more attention, offer discounts to online friends.It's easy for a customer to send a link to all of their friends.You can respond to all comments on your page.If someone praises your business, reply with a thank you.If you can address unhappy customers, try not to remove constructive criticism from them.With the ability to take screen shots, forward posts and the library cataloging of Twitter posts, anything posted on the web never really disappears.If a lot of your customers speak this language, consider posting in it.The original text of the post is followed by a translation, all within the same social media post.
Step 9: Positive and personalized phone calls can be made.
Make sure that your employees answer any questions the customers have about your products or services, and that you return calls and emails promptly.A human who speaks clearly and answers the phone is the most important thing.English is not a native language in many countries where companies send their customer service.Long hold times and/or forcing customers to follow a series of voice-mail prompts that may not answer their questions are easy ways of alienating potential clients or customers.Emails and phone calls should be returned within a day.If you are going to be out of the office for more than a day, you should change your outgoing message.
Step 10: The customer's name should be used when addressing them.
You probably already have the name of the potential client or customer if they found you through email or the internet.Before the end of the initial conversation, ask them for it and use it.
Step 11: Use your voice or language to smile.
Customers can tell if you are pleasant or not when you use the phone.Affirm that your language is straightforward and upbeat.Their tone will be similar to your own.
Step 12: Immediately and respectfully deal with any complaints.
In our online world where internet ratings are used by customers to choose a business for the first time, word travels fast.It's important to make sure the customer doesn't have any questions in the first interaction.Always thank the customer for their input and consider criticisms as an opportunity to improve your services or products.
Step 13: Products are wrapped in a special way.
Due to the convenience of being able to shop from home at any time of day, the internet has become a major market for selling goods.Your customer will receive their products before the initial buyer's high wears off if your orders are shipped quickly.Customers feel like you invested time in making them happy when you wrap their orders in decorative paper.It is possible to offer free shipping.Even if you charge the same amount for an item as everyone else, this increases purchases.If the customer spends a certain amount of money or buys a related item, consider offering priority or express shipping.Make sure you can handle the costs.
Step 14: Customers are thanked for every purchase.
Call them within a week after the purchase or meeting to thank them and ask how the product or service is working out.Doing so might give you clues as to what they might need next.Send a handwritten thank you note for a big purchase.If you want to sign it yourself, use a nice notecard or stationery.Send a personal message to thank them if they write a review about your business or recommend you to a friend.Don't just say "Thank you" over a message if you wish to speak to your customer, leave a voicemail to let them know you called.It's impersonal.Sending an email is acceptable for smaller purchases or single services if you can't physically call each person.Send a handwritten note for large purchases or contract agreements if you want to personalize your message.To make sure the product the buyer received met their expectations, follow up on a first purchase.They feel like you are invested in their well-being when you set up your next sale to them.Emails should be sent to customers who have purchased similar products or expressed an interest in a product when a similar product is available.
Step 15: They offer and honor guarantees.
Good customer service includes easy returns and money-back guarantees.Both can help make the customer feel like they're interested in a long-term relationship, not just a single sale.
Step 16: You can offer a loyalty rewards program.
Give out rewards cards for use at the current and each subsequent visit that can be redeemed for a free product or service after a certain number of purchases.The most successful rewards programs start with artificial advancement, like an extra credit if you schedule your next appointment immediately, or 2 free credits for a first-time purchase.If you give the customer the illusion of a head start, they are more likely to work towards the end goal.If the extra credits are explained as appreciative gestures, you can increase repeat business up to 82%.Long-term customers feel important because they get something new customers can't get.A bonus product could be offered after spending a certain amount.
Step 17: Provide for the customer's preferences next time.
If you remember something specific about their last visit, a returning customer or client will be more impressed.If you know that diners prefer a table near the window, give them one when they return, instead of waiting for them to ask for it.A client who prefers coffee to tea should be offered a coffee on their next visit, not a list of all the drinks you serve.
Step 18: Send out a newsletter with new services or products if you collect customer email addresses.
Mass mail can be used to let your customers know that you are still thinking of them.Give any news or product updates, inform them of upcoming sales or venue dates, and offer tips for getting the most out of your products or services.It's important to let your individualism show through in mass communication.You don't have to personally address each customer, but make your style distinctly different from that of your competitors.Don't use automated calls to contact customers.As soon as a personalized call can earn you business, you can lose it.It is possible to turn a product notice or mass thank you into a personalized letter from a caring business owner.The security of customer or prospect information can be maintained.Don't sell your customer list to others or abuse mass emails.If you are offering a real benefit, you should only send messages once or twice a week.