Whether your company is just starting up and getting off of the ground or you have an established institution that has been around for years, it is important to make your customers the priority. In order to do so, management must be aware of what makes your target demographic click and train each team to always put the customer first.
Whatever stage your organization may be in, you need to take the time to look at how you currently assist your client base and determine if tweaks are necessary to bring your customer service to the next level. Let’s look at a few ways to do so.
Learn What Your Customers Truly Want
While you may believe that you have the best product or service in your industry, if you don’t take the time to truly understand your customers and speak their language, then you may not reach the success you desire. You need to start by completing market research to determine your target demographic. Be it young people, old people, men, women, or anything in between. Once you have it, you can focus your marketing tactics on them, and you will likely see a better return.
Once you know your demographic, you should conduct customer research to see what they really like and if what you sell fits their needs. One way you can do that is by understanding the voice of your customer. Essentially, that means reaching out and conducting interviews, talking to customers via live chat on your website, and using social media to connect and literally ask what they like about your company now, what could change, and what they hope to see in the future. Once you have compiled some data, use it to modify your marketing and your service tactics, and you will have a happier audience.
You can also get honest customer feedback by encouraging reviews from both happy and unsatisfied customers. The best way to get customer reviews is simply to ask for them. You can place a link on your receipts, send follow-up emails after a sale, or simply ask your customers right there at the cash register. Again, it is important to use the answers to better your business. When other customers see that you have good reviews, then they will be more likely to check out your company.
Also, make it a habit to respond to bad customer reviews. You can respond by offering your condolences and then providing a solution, such as a free return or a discount for next time. That will make the current customer happy, and potential clients will see that your business really cares.
Offer Exceptional Service
Of course, the best way to make your customers the true priority of your business is to offer exceptional service to every single individual that comes in the door. That means doing the basics to ensure that everyone is satisfied. Complete regular inventory checks to make sure that your most popular products are in stock, greet each customer with a smile, ask about additional needs, and answer their questions. Believe it or not, every company isn’t as friendly, so do the basics, and your customers will notice.
It is also important for all managers and employees to be problem solvers. If a customer asks for a product, and it is currently out of stock, instead of telling them they are out of luck, make it a habit to call the vendor or another store location to see what can be done. If a customer is upset about the service, consider a discount to de-escalate the situation. Of course, any time there is a problem or inconvenience, make sure to apologize and show empathy.
While your customers are the priority, you won’t be able to make them happy if your employees aren’t content with their job. If your organization doesn’t pay enough, lacks good benefits, fails to provide a work-life balance, or anything in between, then your staff will not be enthusiastic when they come to work each day, and they will likely pass those frustrations off on the customers. Needless to say, if your company is getting bad reviews, then you may have to look within your organization.
Customer Loyalty
Every business owner should hope to create a loyal group of customers that are willing to come back time and time again and refer their friends. One way you can do that is by developing a rewards program where customers get a perk like a discount or a gift after spending a certain amount or a tiered program based on their spending habits. Consider creating this type of program if you haven’t already and promote it on your website and receipts.
Once you have hooked your customers, you should encourage referrals so you can bring in their family and friends. You can do that through superior customer service or actively encouraging referrals. Make referrals part of your rewards program where you provide an additional discount such as $10 off of a purchase for each referral that also makes a purchase. Then, provide the same service to the new customer, and the cycle continues.
Finally, your team can show the customers that you truly care by following up whenever necessary. So, if a product is not in stock at the moment or an employee cannot answer a question on the spot, then your employees should be able to tell the customer that they will find the answer and get back to them via a communication method that they choose. By following up later on, your company can secure a sale, and that customer will be able to tell their friends that your business goes above and beyond in all cases.
As you can see, there are many ways that you can make your customers a true priority and help your bottom line in the process. Implement these tips today and set your company up for success.
