Customers are the lifeblood of your business and as much as possible you need to try to give them an experience that they’ll be talking about for ages. Delivering that five-star experience can feel a bit like chasing the wind.
However, it is possible for you to have your customers gushing about how wonderful it is to be a regular at your business. Here’s how to keep your customers singing your praises all the time.
Give Back to Them
There’s something exciting that happens in the human body when they hear about getting something free. Most people get excited even if it is something that they don’t truly want or need.
One way to “wow” your customers and get them excited about your business is to start giving them free gifts. This will send your popularity into overdrive.
If you want it to be even more effective, give them something free that they can use along with the products that they are purchasing from you.
The fact that you have given them something that they did not pay for will make them feel almost as if you have a special friendship. This “special friendship” will translate into them telling their friends and families about how amazing and wonderful your business is. This is marketing at its finest.
Yes! That’s how powerful giving away free gifts can be.
You’ve probably heard time and again that communication is the key to smooth sailing in any relationship. Often people think of this in romantic terms. However, it’s not just in these relationships where communication is paramount.
You must be able to communicate with your customers at all times. You must never be unreachable.
Give them several options for connecting with you. This will make them feel “seen”. The worst thing you can do is make your customers feel as if they are invisible to you.
When they cannot communicate with you about their concerns or even just get tracking on something they have purchased from you, it is not uncommon for there to be an onslaught of frustration which can lead to bad reviews wherever on the internet that they will get a listening ear.
It’s often free to sign up as a user of many consumer review sites. Just a glance at some companies’ reviews can tell you of the rage their customers are feeling. This does not look good, especially if you’re trying to land new customers.
Whenever you get a new customer, think of them as you would a newborn baby. Give them all the love and attention that you can.
Make Payments Easy
Abandoning carts is not something that you would want your customers to ever do. However many of them will do this if they find paying you to be difficult.
A customer can see a product and be absolutely in love with it and ready to purchase, but if they hit a frustration level when it comes to payment, they will move on to do another business where checking out is as natural as breathing.
Make no mistake, if the experience feels forced or tedious in any way they will move on. One way you can avoid this, especially for customers who purchase the same items regularly is to have a subscription service.
Having a service like this makes it easy for customers to get what they want weekly or monthly without even having to think about payment. You can set up recurring billing here.
Train Your Staff
Your staff is an important part of the customer service experience for your business. You must rely on them to give each of your customers special attention that leaves them with a smile on their faces.
However, your staff cannot do this, if they have not been shown how. Take the time to train them not just to be “nice” or to “grin and bear it” but to genuinely respond to the feelings and needs of your customers.
You’ve probably heard the age-old adage that the customer is always right. The truth is that the customer is not always right and when they are not, you must be tactful in how you handle those stormy waters. A small storm can turn into a full-blown hurricane if not handled tactfully. Employees can only understand how to do this when they are properly trained.
Give a Great Experience
There’s no denying that customer service is not for the faint of heart. There are a lot of different personalities that you will have to deal with. Keeping your customers on cloud nine while keeping your sanity is a challenge.
However, as a business owner is something you must navigate. Doing it effectively can mean the difference between a business that grows exponentially and one that fails.