Great customer service does more than build long-term customer relationships — it creates brand advocates, who will pour their time and energy into helping your business on social media and beyond. Plus, nothing feels quite as good as watching a customer walk away satisfied with your service. Here’s how to make your customers happy. Like really, really happy.
Make yourself available via email, text, social media — the more the better.
Create a few communication channels, so that customers can get in touch with you in the way they’re most comfortable. Millennials might Snapchat you a question, while baby boomers will probably want to chat things out over the phone. And unless you’re equally responsive on everything, (hats off to you) also let them know which channel will get the fastest response. For example, if you’re on a job site all day and rarely have time to check email or pick up the phone, let your customers know that texting is their best bet if they need a quick reply.
Really listen. It helps your customer feel heard and cuts down on mistakes.
Seems small, but listening can determine a lot about the quality of your work and the longevity of your customer relationship. Most of us could use the reminder to slow down a listen in a way that makes your customer feel understood and respected. That means focusing on what they’re saying, determining their mood, relaying back things they’ve said, asking follow-up questions, empathizing with their issues if they’re upset, and delivering a solution that will work for both of you.
Remind customers you’re always getting better. Ask for feedback.
Tell your customers that you want to hear about their experience, good or bad, and if they have any ideas about improvements you could make or things you could do differently. Not only is this a great way to build trust and make your customers feel valued, it brings issues to your attention so you can fix them.
Put yourself in your customer’s shoes.
Empathy is everything. If a customer has a problem or complaint, put yourself in their shoes to understand the issue and offer the best solution. If necessary, apologize, and let the customer know you recognize why they’re upset and want to help. If you’re not sure how to solve the problem, ask them what solution they’d be satisfied with. And, even if the customer is being rude, always remain calm and don’t take it personally.
What’s working for your business? Share your best tip in the comments.