I love it when I see or receive an example of awesome customer service, just as much as I really dislike being on the receiving end of bad customer service. Today, I was lucky enough to come across a great example of someone willing to go the extra mile just to make their customer happy.
A shopping trip to the mall was going as expected, when I came across a guy offering free shoe shine trials. I had a bit of free time so I thought I’d give it a go. Now, I’m normally very skeptical about free trials and I’m always looking for the catch, but this guy shined my shoes brilliantly, made great conversation during the time I was in the chair, and to cap it off he gave me a $10 voucher for his shoe and sneaker store in the mall to use whenever I next needed a new pair of shoes.
Within fifteen minutes he had secured a new customer, and boosted his business, while I came out of it feeling great about our transaction. Bringing together a great service, a great personality and a great offer, he demonstrated just how simple it is to attract new custom, no matter what trade you are operating in.
That got me thinking about how we can offer great service to our customers online. Here are some top tips.
Under promise and over deliver
This is a classic way of ensuring clients comes back to you again and again. Clients are always really impressed when they get a better than expected response. If you put a time limit on when you will respond back to them, can you regularly beat that by 50%?
Ask questions and listen to the answers
Often the most difficult, but certainly the most beneficial, question you can ask your customers is ‘How can we improve our product/service to you?’ The fear is all the negative things that they might say… and I mean MIGHT say. In reality, customers love to feel that their opinion is valued. If you get feedback good or bad, listen and act on it, they will make going the extra mile easy for you because they’ll tell you how!
Thank your clients for their business
The most grateful act you can do is to personally thank your clients for the business they have placed with you. Whether that is through a web order, a postal order or a face-to-face order, the best thing you can do is to sincerely say ‘Thank You’. A card, an email, a letter all give a personal touch that leave your customers feeling like they are valued and – guess what… they’ll come back to you again and again.
Reward your customers for their loyalty
Loyal customers are the most precious thing in the world. I read somewhere once that it is six times more expensive to get new customers than it is to keep your existing clients. If you give great service and great value for money, then your clients will keep coming back. Another great strategy for ensuring they keep coming back is to reward their loyalty. A voucher each quarter, money off next time they shop with you, a free gift when they purchase in a certain period of time are all great ideas. What would be suitable for your business?
Going the extra mile with your customers means you will create a customer base that will stay with you and not go elsewhere. Valuing your customers is an essential step to maintaining and developing your business.