Customer satisfaction should be the number one priority of any business. This one goal can make a huge difference in how big your bottom line is. Investing in your team to train them in ways that improve customer satisfaction is key in building a good relationship with your market that will keep returning to your business.
Here are the top 13 ways to increase customer satisfaction:
1. Listen to what they have to say. Some customers will just need to rant, even if they are in the wrong. Don’t take it personally and always respond in a professional manner. Others may have a valid point and need to know someone is actually listening to them. Listen to their feedback and perspective, it often has valuable insights.
2. Don’t refer the person to someone else. No one likes to get the run around and be shoved off onto someone else. Take 100% responsibility for the customer. Get the answers the client needs as quickly as possible.
3. Keep your promises. Only agree to what you can actually deliver. Telling the client you can deliver more than you can not only stresses you but you lose the customer’s trust. The cliche in business is still true: under promise and over deliver!
4. Be courteous. Thank your customer for their business. Let them talk without interrupting.
5. Develop personal relationships with your clients. Treat each one as if heís your most important client, even if he is your cheapest.
6. Anticipate their needs. Go the extra step and be ahead of them.
7. Apologize if you are wrong or make a mistake. Everyone makes them.
8. Respond quickly to communications. One working day turnaround time should be top priority for all customer inquiries.
9. Be honest. If a requested deadline can’t be met, let your client know before you take their order.
10. Keep in touch with the customer. Follow-up with a postcard, an email or a simple thank you phone call.
11. Ask for feedback from your customers. They will give you information to help you improve your customer service and your business reputation.
12. Smile. Be happy and courteous. Never answer the phone, a text or email when youíre angry. Before you pick up the phone or keyboard, paste a smile on your face and in your voice.
13. Throw away your scripts. People want to hear from real people who treat them like individuals. Each situation is different so you shouldn’t have a pre-written script that won’t fit everyone. Scripts are great for initial training, but be sure to be real when handling customer issues.
Managing customer expectations and satisfaction is one of the most important parts of any business. Learning to positively and proactively deal with your customers the correct way will increase your customer satisfaction, build a community that trusts you and lead to a bigger bottom line.
What did we forget? What do you do to improve customer satisfaction?
Sean McCarthy is a Certified Business Coach and the Founder of Loveland, CO -based Colorado Coaching Company. Coaching can take place in person, over the phone or online. If you need help growing your business, shifting your mindset, call or email Sean at (970) 541-1099 or [email protected] to schedule your initial strategy session.