All businesses want happy customers. However, many companies do not know how to recognize whether their customers are really satisfied or simply going through the motions until a better deal comes along. To help you gauge whether you are adequately meeting your customers' needs, consider these ten characteristics of happy customers.
Continuing Business - Happy customers will keep coming back to your business time and time again. They will ask for other products and service you offer. You will become their go-to place for meeting all their needs in your particular industry.
Few Complaints - Happy customers rarely have complaints, and when they do, they present them in a calm, positive way. If you have customers frequently venting frustrations about your service or policies, you need to go the extra mile by providing flexibility customized to your customer's specific needs.
Referrals - Word of mouth is one of the most powerful marketing tools available, and happy customers will spread word of mouth like wildfire. If you are frequently seeing new customers that have been told about your business by current customers, you are nurturing a happy customer base.
Questions - Happy customers will bring their questions and problems to you because they are confident that you can effectively answer them.
Feeling of Importance - Happy customers believe they are a significant part of your company. You can nurture this feeling of importance by calling customers by name when they come in and taking the time to learn about them as you are developing a professional relationship.
Willingness to Provide Feedback - Are your current customers willing to complete surveys and provide feedback about your products or services? Happy customers feel comfortable enough with your staff to talk freely about the products and service they receive from your company.
Trust in Your Input - When you suggest a new product or service to a current customer, how do they respond? Do they listen to your pitch, or do they immediately turn off? Happy customers trust the people they do business with enough to know that cross-sales efforts are done with their best interests in mind.
Trust in Your Follow-up - Happy customers know that when an issue arises, your business will see the issue through to resolution. Remember that just one dropped ball in the process will frustrate your customer and diminish that trust. When your customer has an issue, own the problem and see it through to the end - without exceptions.
Trust that Their Needs will be Met - Truly satisfied customers know that a business is going the extra mile to satisfy their needs. They trust that policies and procedures can usually be modified to their unique situations when necessary.
Increases Your Bottom Line - Happy customers help a business grow. If you see your bottom line increasing with return customers and customer referrals feeding those numbers, you know you are doing something right.
Happy customers build businesses and these characteristics will tell you if you are on the right track. If not, it is time to strengthen your customer service to ensure everyone who walks through your doors walks out a happy customer.
- Meredith Estep