Customer service is the competitive edge that works wonders, even in a sluggish economic market. If you see your competitors revving up their service quality, it will be up to you to take your own service to the next level in order to stand out from the crowd. Consider these five ways to “rev-up” your customer service and truly delight your client base.
Make it Personal
Customers really love the personal touch, so give it to them every time they walk through your door. Here are a few ideas to personalize your service:
- Learn your customers' names and use them.
- Ask about their family, pets, or favorite sports teams.
- Provide personal attention, even if customers do not buy from you.
- Learn your regulars' favorite items and let them know about upcoming sales.
Make it Fast
Customers want to be able to walk into a business and walk back out with the item they need in tow as quickly as possible. To help speed up your customers’ experiences with you, consider the following:
- Answer your phone within a set number of rings.
- Return all calls within 24 hours.
- Put aside your customers' favorite items for easy access when they come in.
- Staff sufficiently to avoid long lines.
- Apologize if your customer does have to wait for service, even if it is just a minute or two.
Make it Convenient
Convenience is another valuable tool in revving up your customer service. To enhance your customers’ convenience, try these tips:
- Communicate with your customers about upcoming sales and promotions.
- Keep popular items in stock so customers do not have to come back or go to a competitor to get what they want.
- Extend your hours to make it easier for customers to get into your business.
- Ask customers what you can do to make their experience with you more convenient.
Make it Pleasant
Customers want more than a product or service; they want an enjoyable experience when they walk into your business. To increase the pleasantries, try these ideas:
- Teach your staff to greet customers with a smile every time they walk through your door.
- Incorporate customer appreciation events a few times a year.
- Follow-up with customers to ensure their product or service was satisfactory.
- Go the extra mile, particularly for regular customers.
Make it Satisfying
What do your customers say when they walk out of your business? Were they mostly satisfied with the experience? Here are some ways to make sure your customers are happy with your level of service:
- Empower your staff to bend rules and policies when possible to keep customers happy.
- Diffuse angry customers by apologizing for mistakes and going the extra mile to remedy them.
- Offer discounts or additional bonuses to customers who have had less than stellar experiences in the past.
Providing customer service that stands out from the crowd is essential in putting your business ahead of your competitors. With these five areas of focus, you can amp up your service level and surprise and delight all of the customers that walk through your door.