Do you own and operate your own business? If so, you can be sure that there are other businesses in your community offering the same goods and services. So, what attracts customers to you? More importantly, what keeps the coming back? In most cases, business success hinges on offering great customer service.
There are all sorts of gimmicks that businesses use to tout their exceptional customer service. At the end of the day, however, good service is relatively straightforward. These four basic tenets of customer service will help you build long-term trusting relationships with your customers. The kind of relationships that help your business and your good reputation to grow.
Get to know your customers and let them get to know you.
Everyone who provides customer service understands the importance of friendly service. However, friendly service isn’t just about polite small talk. As you interact with your customers, really get to know them. Ask them about themselves. Let the conversation flow. Share stories and information about yourself, too. When your customers get to know you on a personal level, it will grow their comfort level and their trust in you. As your relationships with your customers grow over time, they’ll begin to view you as a friend, rather than just as a service provider.
Provide consistently good service.
Don’t focus on trying to “wow” your customers with gimmicks; focus on providing them with reliable, consistent service that addresses their problems every time. Your customers will be wowed if you regularly show up on time, treat them with respect and do exactly what they called you in to do.
Explain your products and services to your customers.
Don’t just show up and go through the motions of your job. Explain to your customers what you’re doing as you do it. If you replace parts, show them the damaged or worn parts and the new parts. Show them any problems you might see and explain them. When your customers thoroughly understand what you’re doing, they will be confident that you are providing reasonable, needed services. Not trying to add on products or services just to be able to charge them more.
Go above and beyond for your customers.
Once you have mastered the basics of providing quality, consistent services that meet your customers’ needs, go above and beyond for your customers. Exceed their expectations by anticipating a service before it’s needed. If you notice a small problem that could be addressed through the course of the service you were called in for, address that problem without adding on an extra charge. Going the extra mile for your customers ultimately will set your business apart.
Finally, make sure your entire team knows the four principles of good customer service. Train them on how to implement those principles as they serve and interact with your customers on a daily basis. Quality services combined with exceptional customer service from everyone on your team will keep your customers coming back to you time and again. Plus, it will have them spreading their positive experiences with your business to their friends and family.