Did you know that the third Thursday of each quarter, that is in January, April, July and October, is Customer Day? This means that this Thursday 20th of April is Customer Day. While every day should be customer focused, I thought I would use this opportunity to share some considerations for this Customer Day.
Customers are the lifeblood of any business. We all know that without customers we literally have nothing… no revenue, no profits, no job! However, customers provide so much more than this.
Spending most of my working life in customer service, I am very invested in successful customer relationships and the value that this brings to the business. Customers have the power to make or break a business as they hold the key to the reputation of your business. Customers will recommend your business to others if their experience, including product and service, has met or exceeded their expectations. Remember to keep in mind the 1-5 rule: for every 1 unhappy customer, you need 5 happy customers.
Importantly, the first rule of customer service is to ensure that you actively listen to your customer to ensure that you fully understand their needs. This will enable you to provide the best products and services to meet their needs.
Excellent customer service involves taking it a step further and exceeding the customer’s needs.
How can you exceed a customer’s expectations?
This all depends on the product and service that you are providing; however, the following considerations will go a long way to showing that you are invested in providing the best service to your customers.
- Remember your customer’s name and be sure to use it frequently during your conversations with them.
- Listen intently to your customers and demonstrate that you want to fulfill their needs.
- Learn your customer’s likes and dislikes.
- Put customer needs high on your list of priorities.
- Be available to meet customer needs… customers always come first.
- Always follow up when you say you will.
- Be organised and thorough.
- Return customer calls promptly.
- Keep customers informed. If you are still waiting for a product or information to fulfill the needs of the customer, make sure you touch base with them regularly.
- Check in with your customers on whether the product or service that you provided has met their expectations. Offer further assistance if available and appropriate to do so.
- Take on the customers feedback and make necessary changes if they are reasonable and fit within your business objectives.
- Surprise and delight your customers with rewards or benefits.
Exceeding your customer needs will enhance the customer experience, promote customer loyalty and therefore create opportunities for building a strong and positive customer relationship! One that they will most definitely be willing to share!