In today’s day and age, it’s simply not enough to merely provide your customers with products and services they need, it’s also important to keep track of what they love and what they don’t. Your relationship with your customers doesn’t end after they’ve made their purchase, it should continue to grow, giving you more chance to earn a profit. Making your customers stick with you is tough, due to the sheer number of competition, but one way to always keep a good relationship is to stay on top of all your customers’ needs. Here are a few ways on how you can do it:
Listen and respond
Whenever the customer speaks, always find time to hear their concerns. Often, agitated customers can get irate if they’ve experienced bad service. Customers will voice their concerns regarding the way you do business and the products that you sell. Listening to your customers allows you to learn from your mistakes and ways to correct them.
Empathy, patience, and a calm demeanor are just some of the most important traits that your customer service team needs. Always put yourself in your customers’ shoes and respond swiftly. Apologize if needed and remember to take the brand at heart. If you deal with your customers with respect, there’s a chance they might forgive you and continue to do business with you.
Find avenues of communication
Setting up a phone line which customers can call is good practice, but you should alsobe exploring other ways to communicate with them. You can opt to start a Facebook or Twitter page for your product and service. Getting on social media platforms give you a direct connection to your fans. You can use this platform to give out announcements and hear directly from your customers. Setting up a dedicated email for customer queries and feedback is also a huge help. If you have a mailing list, engage your customers by asking them about the quality of your service through email surveys.
You can also hook up your communication channels through Voice over IP (VoIP) programs that enable you to receive and make calls for free. Small business owners can use services like Viber and WhatsApp to make free calls and text customers using WiFi or their mobile connection.
Be on the lookout for improvements
Growth in your business can happen if you already have a number of loyal customers supporting and purchasing your goods. If you want further growth, you can add services or product improvements that can create a new customer base for your business. Put your customers’ comments at heart and you may find the new service that they need. Customers love it when you allow them to customize your products. Whether you’re selling HVAC equipment or you run a fashion e-commerce store, always improve your service by providing a way for your customers to create a unique product or experience that they’ve been looking for.