If you want to retain your existing customers and attract new ones, you need to be sure that you’re ticking several different boxes. You also need to be sure that you don’t only provide a quality experience the first or second time you do business with the customer, but that it is an ongoing, high-quality service.
From a personal point of view, if you think back to times when you’ve been trying to decide whether or not to go with one business over another, you probably looked for certain elements and certain boxes to be ticked. What were those boxes for you?
Every customer looks for something slightly different in the experience they’re aiming for from a business, but there are some general elements which remain the same for everyone. By ensuring that you’re covering the basics, you’re doing your best to create a positive first impression to anyone who arrives in your reception area and spends any amount of time sitting on your reception seating, waiting to be seen!
So, what do most customers look for when deciding to do business with you or not?
Will Their Needs be Met?
A customer is going to first look at whether you’re the right fit for them in terms of whether you can meet their core needs. Perhaps they have specific needs that no other company has been able to meet, or maybe they simply want to be sure that you’re going to keep them up to date with anything they need to know about and process their orders in a swift and accurate way.
By having a quality workflow in place, with attention paid to every detail, you can be sure that you’re not missing anything and you’re pleasing all your customers.
A Range of Products And Services
Whilst you don’t need a vast array of different products and services on offer, you should have a few which cater for different needs and wants. This gives your customers choice and doesn’t mean they’re tied to one particular element. As a result, they’re more likely to stay with you than move to your competitors, because they can try different goods and services over time.
Effective Help And Support
The best way to make a positive impression on a customer is to make sure that when they reach out for help, you do your very best to help them feel supported and solve the problem at hand. If you simply pass this off as not important, they’re not going to feel valued as a customer and they’re probably going to move on to another business instead.
Employees working with customers in a face to face manner should have customer service training, however, in the main contemporary office, employees may receive calls from customers at any time. This means ensuring that training is in place for those employees too and that certain guidelines for dealing with issues are also adhered to.
It could be that you need to invite a customer into your meeting room to discuss the problem because it can’t be sorted out over the telephone or face to face. In that case, you need to welcome the employee and be as helpful as you possibly can be.
To Feel a Part of Something
As humans, we all want to be a part of something special, we have a need to belong. When you’re using a particular business, it’s not that you want to be part of the family per se, but you do need to feel that you’re important to them and you’re valued as a customer.
Do your best to listen to your customers and ask for their suggestions from time to time. Asking someone what they think is a great way to show that you value them and that you want to cover their needs.
or anything that you think they might like to know about. them, it’s vital that you communicate regularly and effectively with your customers. This keeps them up to date with anything pertaining to their orders and also ensures that they’re kept up to date with offers and promotions. Of course, this doesn’t mean bombarding them with information every five minutes, but it does mean letting them know of anything which is pertinent to