Customer Delight from Start to Finish
by Jake Magleby
It’s shocking how many businesses can fail only because they don’t know how to provide adequate customer service. What these business owners must not realize is that business is driven by customers. Without
It’s shocking how many businesses can fail only because they don’t know how to provide adequate customer service. What these business owners must not realize is that business is driven by customers. Without customer delight, you have no guarantees that your customers will want to stick around with you long enough to really give your business a chance. Here is a step-by-step process to help you provide amazing customer service from your first interaction to the last.
Attract the right audience
You can’t help your customers if they aren’t interested in your business in the first place. Make sure that you are reaching out to the right people. Use the right outlets to reach out to them. For example, if you think they will be listening to the radio, choose a radio station that your potential customer is listening to. Don’t advertise for your snowboard shop on the talk radio station; it won’t be as promising as advertising on the station that plays today’s top hits. This is the simplest example.
Observe customers’ needs
You don’t have to wait for your customers to tell you what they need in order to provide it for them. If you are constantly paying attention and reading between the lines, you should know what your customers need before they do. By observing first, you can stop being a reactive company and start being a proactive one.
Have you ever ordered a package from someone online and had to wait far longer than promised to receive it? It’s incredibly frustrating. In fact, if the customer relies on prompt delivery, it might impact their own business or personal lives. Don’t let this happen to your customers. According to the Consumer Federation of America, one of the most common complaints about retail in 2012 was the failure to deliver. There was a similar complaint for internet sales and household goods. Whatever your business is, don’t let failing to provide the promised good ruin your relationship with your customer. Delivery and satisfaction should be among your highest priorities.
Establish a relationship
Anytime you are running a business, your customer should be your number one priority. Yes, your products, marketing plans, and employees are important but, once again, without customers you are nothing. Make sure that your customers know how important they are to you. Offer special deals to regular consumers and always strive to go the extra mile. Give customers plenty of extra attention via birthday programs, follow-up cards, and knowing them by name. Make sure your employees realize how important it is to have a good relationship with the people they see on a regular basis. Friendly and familiar faces make spending money a little more enjoyable and your customers will feel special and valued.
Be prepared to help with anything
Even after the transaction has finished, you should still be open and available for your customer. They may have follow-up questions or additional suggestions for you. Don’t disregard these concerns just because you have their money in your pocket. Find out if they enjoyed their experience or if there is anything that they would like you to change.
It's especially important that you invite them to come to you with their business in the future too. Once the deal is done, that person doesn't stop being your customer. You want them to feel comfortable with returning to you for business and recommending you to friends and family. Keep doing all of the great things that your customer expects to make the relationship last long after the transaction has finalized.
At Infusionsoft, we pride ourselves on our customer delight from the first call through the duration of service. Check out what makes our all-in-one sales and marketing software for small businesses so special!
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