In this day and age, our customers are seeing upwards of 10,000 messages per day! From billboards and signs in the physical to the email, internet and social media, it’s easy for customers to disengage and not pay attention to your marketing.
One way to combat this is to provide amazing customer service every time they interact with you. Whether you engage with them on social media, email or in your store, people will remember you for how you treated them and made them feel. Customers will only purchase from a company they know, like and trust.
These 10 simple and free tips will help you stand out in the crowd of noise and make your customers want to come back for more.
- Smile -When a customer is greeted with a friendly face it goes a long way! Make sure you wear that smile throughout your entire customer interaction.
- Sound Happy – Whenever you answer the phone, make sure you smile and sound happy when you answer. We’ve all had a phone call where the person on the other end sounded like they were having a bad day and it affected your conversation. In fact, a study with a company in Oregon called Ruby Receptionists says that 75% of people decide if they will do business with a company based on how positive their customer service was over the phone. So, yes, the tone of your voice when you answer the phone has a significant impact on future sales.
- Say Thank You – At the end of each customer interaction – whether phone, in person, on social or via email, always thank them for stopping by, for making a purchase, etc. When you thank someone, they feel valued and when they feel valued, they’ll be more likely to come back.
- Follow Up – After a customer makes a purchase do you reach out to them to see how things are going? Have you thought about sending them a follow up email or text message about how their service was today?
- Offer Free Wrapping Services – If you’re in a product-based business this service could be extremely handy for those who cannot wrap – like me. Why not offer free wrapping for those customers purchasing a gift for a loved one? You not only saved them time, but you made them look good, by wrapping their gift beautifully.
- Use Their Name – Whether it’s a customer who’s been a customer for years or a new person, if you know their name use it. By using their name, you are acknowledging they are more than just a number or a source of income for your business. A name gives meaning to the interaction. Now, call me old-fashioned, but one rule of thumb I like to do is use Mr. or Mrs. if the customer I’m helping is older. I believe it is important to show respect and honor to those older than us. Sure, you’ll get that one gentleman that will say something like “Mr. Henderson was my father, you can call me Joe.” And if that happens, go for it and call him Joe. I just always like to err on the side of respect when it comes to my customers.
- Hand-Written Note – Never underestimate the power of a hand-written note. Our mailboxes are filled with all kinds of junk mail and a hand-written note will stand out among the clutter and can really make their day! The note could simply be a thank you note for purchasing your most popular product. Years ago, one of my customer’s husbands passed away and I had sent her a sympathy card. The next time I saw that customer, she made it a point to reach out to me and tell me how important the note was to her. Notes are thoughtful and, in a world, where people are thinking less of others, let your customers know you’re different.
- Be Slow to Respond and Quick to Listen – We’ve all had that ONE customer that comes in or calls in a fit of rage and making harsh comments. When this happens, be quick to listen and calm in your response. Train your team how to handle these types of customers and give them ideas on how to address their issues and fix the situation if they’re able to. Having a plan on a redirection will always help your employees when a customer is expressing frustration. Then they can truly listen to what the customer is saying, empathize with their situation, apologize (if necessary), and respond.
- Create a Welcome Video – If you don’t have an email list, you should really start. Email lists are powerful and a great way to connect with them – and you can use a free email company such as MailChimp to help. When you start collecting those email addresses, send them a welcome video. This can be generic and pre-recorded. In it, you should be smiling and excited as you thank them for joining your email list. As you start building your email list, you’ll be able to build relationships with your customers and they’ll be more willing to make purchases from a company they know, like and trust.
- Celebrate Your Customers – Whether it’s their birthday, anniversary, or graduation, think of ways you can help them celebrate. Is it a special discount, or a free product or service? You’d be surprised at how much that means to someone and it’ll get them in your doors again too.