Are you complacent with customer service?
You have worked really hard to get the customers through the door (virtually, you have made that shift and started to get people buying from you. YAY!!! Your marketing is starting to work. YAY!!!!
You might even do a little happy dance to celebrate.
But ARE YOU complacent with customer service?
What experience is your customer getting from you once they have handed over their hard earned cash?
When I talk about being complacent about customer services I am not just talking about a quick thank you for your business here, although don’t get me wrong you shouldn’t need me to tell you to do that!
I am talking about making your customers feel special! Making them feel as if they are important to you & your business.
It is important that you remember that your customers are your sanity. If they love you and what you sell then their word of mouth will bring you more customers than any advert you buy, blog you write or social media you do that week. Word of mouth is one of the most important things that your customers have the potential to offer you ~ if you just treat them right.
We all do it, we spend time talking to friends and within most conversations we are recommending products we have used, services we have engaged or places we have been. We ask our friends first for recommendations. We trust the judgement of other people in our network.
We always remember when we have had amazing service & when we have had poor service. Mediocre does not cut it. You certainly don’t want to be mediocre ~ your clients will just forget about you. You certainly don’t want to be poor ~ your clients won’t come back and they will sabotage your reputation.
So, it’s time to step up and be amazing.
Being complacent with customer service, taking your client’s for granted or just expecting more from them will result in them going elsewhere to spend their hard earned money. Somewhere they feel appreciated.
We have all had the feeling, we all know it well. We are seduced into spending our money [the first people that spring to my mind here are our utility, insurance & household service providers]. They promise us that they will save us money, they will make our life better, they are the most awesome people on the market to hook up with. We spend our money, we jump ship and follow their sparkly deal. Then what……….??????
In the past these companies had been penalising us for being loyal. Hadn’t given two hoots about our customer. Had an attitude that once they had us they would only try to seduce us again if we offered to leave. It seems that over the last couple of years lots of the big players have started to have a little re-think in that area.
Now take a moment, have a think. Are you connecting with your customers, are you continuing to build relationships with them after the point of sale, are you grateful for the sale & are you continuing to add value?
Let me share with you one of my favourite quotes ever..
“I’ve learned that people will forget what you said, people will forget what you did but people will never forget how you made them feel.” Maya Angelou
What can you do today to make one of your customers feel special?
I like to….
- Send a little card in the post
- Send a little present
- Checking in on how they are, just simply caring can make a massive difference
- Think about the small things that make you smile and see if you can replicate that in your business.