9 ways to keep your customers coming back for more!

Happy customers will love your products or services, they will recommend you to their families and friends…and they will keep coming back for more.

So, how do you get your customers to return time and time again?

The answer is providing excellent customer service. But not just providing excellent customer service, you need to have that genuine desire to delight your customers, making them feel valued and important. Customer service is not about selling your products or services, it’s about the whole experience that someone has when dealing with you; what you make them think and how you make them feel. There are several ways to do this ….and so keep them coming back time and time again.

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Know your products or services  

First of all, you need to know every single product or service that you offer inside out. Know how they work, anticipate what questions your potential customers will ask about each one and know the answers so, when a customers asked, you can immediately reply. Think about what your existing customers have asked you in the past and keep a record. There will always be a list of common questions.

Be approachable   

Customer service is all about being friendly and approachable – it starts with a smile. When I worked for a global corporation, we were told that when we answered the woman-977020_640phone, we must smile as it comes through on the call, even though the customer cannot see you…and it is true.

If you are meeting a customer face to face be welcoming and, if they buy something from you, thank them. This is so simple, but so important – it shows you value your customers and are grateful for them choosing you above your competitors.

Give a little respect!

Sometimes customer service can involve emotions; your customer may be upset, angry, happy, joyful, tearful…you can see every emotion. The most important thing is to keep neutral – NEVER let your own emotions get in the way of seeing your customer walk away happy with the service you have provided. Upset and angry customers can always be turned around by you understanding their issue and asking them what you can do to make it better. This takes me onto…

Listen to your customers

This is probably one of the most basic rules of excellent customer service. Listen intently to what they are saying and be aware of body language as someone can be talking to you as if they’re mildly annoyed, but their body language could be telling a completely different story.

hand-997394_640When your customer tells you something they are not happy about, or makes a suggestion that something you do could be improved, repeat what they have just told you. This shows them that you are listening to them and also that you value what they’re saying. Ask what you can do to rectify a mistake, or complaint….or ask how they think that something you do could be improved. Then it’s important to take the answers on board, write them down and tell your customer that you will deal with it personally and get back to them within a specified time-frame….and make sure you do! If within that time-frame you don’t have an answer, contact the customer anyway, even if just to let them know that you haven’t forgotten them, but that the issue or whatever, is taking longer than you expected.

Respond in a timely manner

If you use social media and customers make comments, respond as quickly and efficiently as you can. The same applies to emails…respond quickly. You may not be able to answer the query immediately, but responding quickly, if only to say you’ve seen their comment/received their email and that you’ll get back to them with an answer.

Ask for feedback on your products/services 

feedback-4746811_640As a small business, it’s important to keep in touch with your customers, so it’s always worth giving a customer a call, or send an email, thanking them for their custom and asking for feedback on the product or service you provided. This often produces very positive comments, which you can then ask them to put into writing or to leave a review or comment on your website or social media page.

You could also conduct a customer survey, use a feedback form … just try and make it common practice to ask for feedback.

Use the feedback you receive

If you ask for formal feedback via a survey or feedback form, it’s important that you act on the feedback you get. Review all the feedback you get, identify areas where you can improve and make any appropriate changes to your business. You may even get an idea for a new product or service you hadn’t thought of from feedback.

Keep your word

If you promise to do something for your customer, do it! Never break a promise or under-deliver. It’s always better to under-promise and over-deliver.

There are times when you can’t deliver what you’ve promised…speak to the customer, apologise and explain why and offer an alternative.

Reward your customers

gift-box-2458012_640Customers love to feel valued and a simple way to do this is to thank them for their custom – a simple thank you card sent with their order will go a long way.

It’s also good to encourage them to recommend you to friends and family – how? Offer an incentive. If a customer refers a friend and that friend buys from you, the customer gets 10% off his next order with you or receives a small gift.

You could also run a loyalty scheme or loyalty card – every time a customer buys from you they get points on a card – when the card is full – say having bought 10 items, they get a free gift or their next item up to a certain value, free of charge. Online card companies do this a lot.

Conclusion  

Excellent customer service is all about making your customers happy. If you have happy customers, they will be loyal to your brand, will recommend you to their family and friends and they will definitely be back for more!

If you have any other ideas on how to keep your customers coming back for more, please leave a comment.

How to make your business stand out in the crowd

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Starting a business, any business, is a fairly easy process. Anyone can get business cards printed and hand them out, but how do you stay in business? People have so many choices these days. There are so many different places to spend their hard earned cash. How can you make them pick your products/services? How can you make your business stand out from the rest?

Know your competitors

In order to stand out from the rest you need to know what the rest are doing; what they stand for; what they offer; how they are different to you.

ID-10058182Think about some of the big brand names in the marketplace, such as Virgin or MacDonald’s. How do they make sure they stand out from their competitors? What do they do differently?

Now, think about what makes you buy a particular brand over others. Try this small exercise….pick three brands that you buy regularly (could be a toothpaste, a skin care product, cleaning product, item of make-up). Why do you buy that particular brand over others? Is it simply because they’re cheaper? Is it because the latest advertising for that product encouraged you to try it? Or is it a brand you’ve always bought as you really like it? If this is the case, what makes you really like that brand?

Stand out from the rest

Once you know what your competitors are doing and why they stand out; once you’ve looked at some of the big brand names and what makes them different; and once you’ve looked at what you buy and why, you can look at your own products or services and see how you can make your brand proposition more appealing.  If you have a particular target ID-10036600market, such as women over 40 for example, think about how you are going to get your products/services in front of that specific group. Where do this group go? What do they do? Could you advertise where you’ll know they’ll be….leave business cards and flyers?

What about your online presence? Do you have a good looking website, Facebook page or online shop? Is your brand attractive? Would it encourage someone to try your products? What would encourage you to buy your products or services? #

Seven areas to focus on

As I see it, there are seven main areas to focus on to make your business stand out from the crowd.

  1. Know what your customers want, and wherever possible, give it to them
  2. I’ve talked about this before in previous articles, but make your customers feel valued, care about them and give them a good experience every time they contact you – excellent customer service is a must in every business.
  3. ID-100370861Do something to entice people – a free first consultation, a free gift or trial – everyone likes a something for free!
  4. Set yourself up as an expert in your field – solve your customers’ problems
  5. Advertise – give out business cards, flyers or brochures. Advertise in free directories and pay for the odd ad in your local paper
  6. Be interesting and informative on your social media sites….NEVER be offensive. It can take years to build a good, loyal customer base and one wrong comment to tear it all down.
  7. Ask your existing customers for feedback…and use it to promote your business. Use the positive feedback on your website, your Facebook page – anywhere potential customers may be looking. And if you do get negative feedback…address it IMMEDIATELY!

ID-100209829At the end of the day, people have money to spend and just want to spend it. Generally, they don’t care how long you’ve been in business. They care about how your product or service is going to help them – it’s up to you to show them that you mean business! That YOU are the company to choose.

 

Images courtesy of 1) Mr GC 2) Master isolated images 3) Stuart Miles 4) stockimages at FreeDigitalPhotos.net