How to Put Customers at the Forefront of your Business
“Customer service shouldn’t just be a department, it should be the entire company” – Tony Hsieh, CEO of Zappos
This quote couldn’t be more true, yet why is it that some businesses struggle to make it happen? Very often when new employees are being trained, they are taught the “hard skills” of the job, but it is just as important to teach them the “soft skills” that will help them truly succeed - like how to treat an irate customer with empathy and respect. Here are some tips for helping build a customer-centric business.
Show respect and appreciation. Compliment a customer on a choice they have made or for how well they navigated through a difficult point in the order process. Thank your customers for their order. Empathize with an angry customer - put yourself in their shoes and think “how would I feel”?
Ask for feedback. Some business owners are afraid to ask for feedback or feel that they don’t need it. Feedback is nothing to fear, it is a great tool for measuring how you’re doing and finding out what areas you need to improve. And, even better, customers will feel good about being included in improving your company.
Get on a first-name basis. Addressing your customers by name is a great way to improve customer service. Customers want to be known as individuals, not as just another sale. Using a database that allows for notes is a great way to keep track of information from customers’ previous contacts with your company and helps you to get to know them.
Go the extra mile. Small things make a difference to your customers and can lead to a better buying experience overall. Send a thank you email, remember their birthday, call to follow up on larger purchases - any small gesture that shows the customer they are appreciated goes a long way.
Have fun - and smile! It’s easy to think that business transactions have to be all, well, business. But that’s not always the case. Unless you are dealing with a major issue that requires seriousness, feel free to add some humor to your interactions. Customers will appreciate the levity, and your employees will enjoy being able to show their personalities.
Taking care of your customers is a major component to making your business thrive. Need more help creating a customer-centric business? Contact AirTank today for a free consultation!
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