Small businesses often rely the most on their customer service. It can give you a great edge over corporations that have bigger fish to fry. Most users can prefer a small business only because of the personalized experience they can offer. As a result, in this increasingly competitive economy, customer service can be a make or break. It is your responsibility to give your clients a service that they can appreciate. So, investing wisely in your after-sales services can have a massively positive impact.
Whether your customer services department is big or small, it can set your business apart from others. From mortgage staffing agencies to restaurants and everything in between, good customer care is essential. Clients could be willing to spend more if they have a positive interaction. Conversely, if they are not satisfied, they could take their business elsewhere. So, here are some ways you can effectively make your customers happier:
#1: Personalize the Customer Experience
Everyone wants a tailor-made experience when buying something. If your customers feel that they are getting individual attention, you can build a better rapport. So, you should work harder to personalize every customer’s experience with your business. Try to keep tabs on their likes and dislikes and send them care packages. Talk to them in a humanized way so they don’t feel like they’re talking to a robot. But make sure that whatever you do, your services are consistent at all times.
One of the easiest ways to impress clients is to write their names on greeting cards and products. It sounds like something futile but can make a lot of difference. Studies have shown that hearing one’s name can make the experience much more memorable. A great example is Starbucks who writes the customer’s name on every order. When the barista calls out the customer’s name, the experience becomes a lot more personal.
#2: Use Social Media
In the early days, customers who had a complaint would need to come down and have a conversation with you in person. So, a lot depended upon interpersonal skills and the way your agent dealt with the customers face-to-face. With the internet and social media though, everything has changed. Social media revolutionized the way businesses interact with their customers.
Now, customers expect quick answers through social media queries. No one likes to stay on hold on calls only to register a complaint. Most people prefer generating tickets online via email or chatting on social media. So, your small business could do well with responsive online channels. If your customers can get in touch with you faster, you can also troubleshoot their problems quickly. Moreover, it can make a long-lasting impact on newer customers as well. You shouldn’t slack on responding to customer complaints and suggestions. As it also creates an air of reliability around your small business.
#3: Make All Customers Important
It can be crucial for a small business to consider all clients as equal and give them the same level of service. Often larger businesses tend to favor those clients who bring in more revenue. Small-scale customers can prefer going to a small setup instead. So, if you don’t offer all clients the same services, you will lose your edge over your bigger competitors.
All your customers could bring you more potential business through referrals and word-of-mouth marketing. Therefore, it is crucial to consider that every customer is important. Whether they are regular or someone who orders once a year.
#4: Take Customer Feedback Seriously
When a customer feels heard, they are more likely to come back for more. You can make more customers inclined to do business with you by merely listening to their concerns. It can make your business outlook more reliable and trustworthy as well. Moreover, customer feedback can also help in making your product and services better.
Many small businesses can struggle with collecting feedback from customers. There should always be one way or other where customers can provide honest feedback. You can run marketing surveys to ask customers about your services. Or you can ask them to leave reviews on your website or social media. Moreover, you should also keep an eye on reviews on third-party websites like Yelp. You can also leave out a response box where customers can put in their suggestions anonymously.
#5: Don’t Oversell
Making false promises or tall claims that you can’t fulfill can hurt your business. It is not a great long-term business strategy to exaggerate the merits of your product. You might get some customers based on your false claims, but they aren’t likely to stay. Moreover, your small business could take a massive reputational hit. Click-bait marketing could hurt you in the long run as customers will lose trust in your business.
A good business strategy is to uphold ethics and value honesty. Your customers will see right through your puffy claims, and it won’t do you any good. Instead, you should stick to the truth and be upfront about any marketing claims you make. Fine print details might help you get away with false advertising, but it won’t give you a loyal customer base.