As a business owner, your customers are your currency. Businesses all-too-frequently forget that it is the customer who keeps a business going. And for a business to thrive, you need the type of customer service that builds and enhances customer relationships.
Consider what your competition is doing that you are not. Here are some ways you can build lasting and satisfying customer relationships:
Build Strong Communication
In any relationship, communication is the key to success. Business is no different. It is essential that you listen to your customers and know what they want.
Small businesses have an advantage in speaking with their customers, determining their needs, and listening to their complaints. Your employees should be trained to communicate effectively. If there is a complaint, make it your business to resolve it instead of ignoring it.
Communicate with your customer even when there is no problem. Make sure they understand they are important to your business. Email them about special offers and sales. Send them information on the best ways of using your product – this is very much appreciated, especially if they are new to you product line.
Go Beyond Expectations
Customer service these days isn’t always what it could be. Most customers were simply happy to get what they came for. To build an excellent customer relationship, you need to exceed customer expectations. Deliver more than you promised. That will keep customers returning.
It need not be anything complicated. For example, a small coffee shop owner knew that a particular soup he offered a few days a week was a customer’s favorite. The disappointment on the customer’s face when it wasn’t on the menu was palpable. The owner decided to put a container aside for days when it wasn’t being offered. On those days, he simply placed a bowl in front of her without comment. Now, it was her excitement that was palpable. A small thing? Perhaps. But it mattered deeply to his customer, who started coming in daily for lunch.
Let Them Provide Feedback
Many businesses email a questionnaire each time a customer uses their services. The information gathered can be used to determine your company’s weaknesses and provide a way to fix them. As for feedback, don’t just ignore the comments. When the customer feels ignored, he or she will soon ignore you.
Connect
Most businesses, large or small, have a social media presence such as Facebook or Twitter to help build customer relationships. This medium provides an outlet for customer grievances, as well as an opportunity to rectify those complaints. If you acknowledge someone’s frustration and promise to improve the situation, you will have strengthened your relationship with this customer. Even better if you can offer him or her a small freebie. It will not go unnoticed.
Successful businesses have chat lines connected to their websites, providing a customer with immediate access to discussing problems or asking questions. A useful website also has blogs that engage customers and provide them with an opportunity to learn more about your company and products.
Final Thoughts
Customer relationships can be complicated. However, if you want to remain in business, BE MARRIED TO YOUR CUSTOMERS!
