“Customers may forget what you said but they’ll never forget how you made them feel.“
It’s no secret that customers make up more than 50% of a business enterprise. It doesn’t matter if you have the biggest, fanciest store in town. If your salesmen do not know how to gauge a customer or take their feedback, the business is bound to go downhill. So it’s crucial to remember that to keep a customer demands as much skill as to win one. Recent studies show that from 2015 to 2017, the number of people who prefer shopping online has gone from 1.46 million to 1.77 million, while overall profits in business have skyrocketed from 520 billion to 630 billion USD.
It’s a simple equation – what you give, you receive. So when a business does something good for somebody, that somebody feels good about the business in return! Keeping this as the focal point of your business instead of vague fuzzy words such as profits and sales patterns can work wonders like never before.
Carve a niche
Think in terms of a customer. What do you think will catch their eye? What will keep them contented, without hampering your profits? What will make them keep coming back for more?
In these terms, change the way you work, train your staff accordingly, break free from conventional marketing. Get creative and think out of the box.
Be a perfectionist
No one is perfect, but get as close as it gets. Inspire your employees to serve the customers well. Keep a check on customer relations. Set goals – short term and long terms ones. Keep measuring the development rate in your aims, as frequently as you can. Make sure you are as involved in your enterprise as one can get.
Keep your ears and eyes open
Be super receptive to what your customers feel. Take their feedback seriously, get back to them with how you’ve incorporated their suggestions.
Sometimes, customers don’t voice out what they think could have been done better. Instead, they just walk into another store. Try keeping a track of leaving customers and find the reasons for their departure. Ensure that the customer knows your business revolves around your clients.
Solve problems one at a time. Don’t try to incorporate all the changes simultaneously. That can lead to redundancy and inconsistency. Assign teams to work on different problem. Make team leaders responsible for the work to be done.
Never lose focus while solving problems. The main target should be kept in mind, and should be met without digressing to solve trivial issues.
What if you were the customer?
Think from their perspective. Customers may forget what you said but they’ll never forget how you made them feel. Try to understand how the product is useful to them, what it means to them. If need be, use social media, not as a marketing tool, rather a customer service. Your customer care team must be well trained to take hints from hesitant customers and understand their problem without them having to explain it elaborately. But at the same time, your team should know the line. They shouldn’t get over-involved, or over-exaggerate the consumer’s problem, making it an uncomfortable for the client.
Give and take
Don’t just focus on the sales and profits. Donate. Give back to the society what it has given you – services. If people know that a part of your profits go into non-profitable fundings, more people will buy from your store. Empathy with your consumers and society can take your business a long way.
This way, the customers see you as a reliable retailer who kows his duties towards his society. You build better relations with your clients on this new found basis making loyal, lifetime customers of them.
Don’t stick to the rules. Break business traditions prevalent in your enterprise. While rewarding customers for their loyalty and feedback, don’t forget to reward employees for doing a good job. Motivate them to serve your customers better. Ignore hierarchy, if you feel your business is better without it. Ditch schemes that are not customer-friendly.
Customer service is the new marketing. Break free from the herd and the rat race, by focusing on those who are truly involved with you. Give real service by adding something which cannot be bought or measured with money – sincerity, and integrity. Go all the way for your customer, and they’ll do the same for you.