Impeccable Customer Service Tip #621
Some people just aren’t a great fit within your customer service culture. For this reason, practice the timeless advice to: Fire fast, hire slow.
Engineering the Customer Experience
Some people just aren’t a great fit within your customer service culture. For this reason, practice the timeless advice to: Fire fast, hire slow.
Think of everyone as a potential customer. Whether you’re interacting with the delivery driver, ex-employee, or a job applicant, you never know who could become your future customer and/or be able to connect you with future customers. Be kind to everyone and make your “best foot” your only foot.
Once you’ve been afforded a referred client, keep the referrer (the connector) in the loop with occasional progress updates. This way, you’re effectively demonstrating appreciation and acknowledgement to those assisting you in growing your business. When connectors feel acknowledged and appreciated, they’re more likely to make further connections.
Express an interest in quantifying the results you’re promising to provide for your clients. They’ll appreciate you for being as results-driven as they are, and likely feel a sense of partnership.
“You can always get a customer by promising them something, but the only way you can hang on to them is by delivering on that performance and that’s customer experience. How the customer experiences you from start to finish, and even after that, is what determines whether they’ll stay with you or take their business elsewhere.”
Providing valuable content for customers should have a built-in pull in addition to the push. In other words, don’t just push your content out there without providing a way for your customers to respond and engage.
When a client expresses complimentary words about one of your employees, don’t hesitate in sharing that praise with the employee. They need to know about the impact they’re having and they need to know that you cared enough to share it with them right away.
Just as it’s important to clearly define your niche for clients, it’s equally important that you admit to the areas in which you do not have expertise. Your clients should know what you specialize in … and what you don’t.
When you’re known for consistently delivering remarkable customer service, you remain top of mind for your clients. This top-of-mind awareness translates into more repeat and referral business.
“For every customer complaint, there are 26 other unhappy customers who have remained silent”
-Lee Resource
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