Your customers are probably not as loyal as you think they are. They can be a fickle bunch, and if you do anything to annoy your customers, or don’t have a firm group of the competition trying to snaffle them away from you, then you are going to lose the people you and your business hold so dear. You need to keep them on your side, ensuring they don’t disappear because of any snafus you have made, or because your rivals have done something to better your business.
There are many things you can do, but for now, concentrate on the following.
Remember communication is key
If you aren’t available to your customer, or if you are slow to respond to requests and queries, then you are going to lose their respect. While you can’t be there 24/7 to answer calls, you could outsource to a telephone answering service to respond to your customers calls after hours. During your office hours, you might want to hire extra staff to deal with calls, emails, etc., to ensure communication is speeded up, and you could even implement extra communication tools within your website, such as a ‘live chat’ option for those customers who need to speak to you with urgency. Then check this site, paying attention to the software tools available to help you deliver excellent customer service through all of your communication channels. Communication is key, and if you don’t manage this part of your business, you will eventually have nobody left to communicate with if you don’t get on top of it.
Reward your customers
We realise your customers are ultimately a commodity to help you grow your business, but they still enjoy being treated well. There are many ways to reward them, some of which are listed here. From sending ‘thank you’ cards to increasing their loyalty points, you are giving them a reason to keep coming back to you. And as you know, you will benefit from the rewards you give your customers, as you will both enjoy the profits from your loyal fanbase, and reap the rewards of the good word-of-mouth they will spread about you.
Dishonesty will turn your customers away from you, as will any behaviour that makes you come across as being unprofessional. Therefore, have integrity, keeping your reputation intact to keep your customers on your side. So, don’t break promises, such as failing to live up to your refund policies. Don’t lie to your customer, telling them that your product will do something that it can’t. Be careful how you speak to your customers, remembering to show them respect even when they don’t do the same for you. And if you do make a mistake, hold your hands up and apologise. The word ‘sorry’ can appease any disgruntled customers, especially if your actions also live up to your apology.
You need your customers as much as they need you, so make them a priority within your business. The more effort you make, the more likely they are to return to you, at the expense of your jealous business rivals.