If you want your business to do well, you need to keep your customers happy. If they have a bad experience they’re likely never to shop with you again or worse could share their experiences and damage your reputation. A great experience, on the other hand, is likely to lead to further sales from them, and anyone they have recommended you to. But how can you make sure your customers get the very best service from your business? Here’s how to go about it?
Hire a Professional
There are companies you can hire that can improve your customer interaction. Look for those who specialise in the area you work in, for example, credit union businesses could find a professional offering web design and marketing for credit unions all in one place. Companies that sell products could look for those offering advice in retail and selling. Either way, if you’re not well versed in this area, it can be worth hiring a professional to give you the guidance and provide the services you need.
Use Customer Relationship Management Software
Customer Relationship Management (CRM) is software which you can use to plan your interaction with customers. It does this by collecting customer information from previous visits or interactions with your company. This could allow you to do anything from wish a customer a happy birthday with a discount code, to recommend products based on previous purchases. This is something that would be extremely expensive or even impossible to do manually, but with good software it’s easy.
Reply to Queries and Complaints Promptly
Having a ‘live chat’ option, or a social media account which is well run and has someone online to respond to customers during office hours is a good investment. It gives customers peace of mind that they can get in touch if needed and means all questions are dealt with quickly and efficiently. At the very least, have clear contact information on your website and ensure that all messages are responded to in due course.
Provide Loyalty Bonuses
You could consider rewarding both new and loyal customers of your business. For example, after a customer’s first order you could send them a discount code to use on their next. For regulars, you could create a ‘loyalty card’ scheme. This would give them access to a reduced or free item after they have made a set number of purchases. Offers for new customers will help draw them in; rewarding loyal customers will help you to keep them.
Get The Right Staff
The staff you have dealing with customers should be friendly, likeable people who are willing to go the extra mile to get the job done. This means that whenever customers are contacting your business, they are being put in touch with someone who will make them feel valued and listened to. Some people are naturally better at this than others, so providing the right training or snagging great staff members when you’re recruiting is crucial.