And did you know that 91% of unhappy customers will never purchase services from you again?
These are startling statistics, and vitally important in tough economic times. When consumer spending wanes, you want to be sure that your customers stay loyal. But, how do you do that? Read on for 3 things you can do today to build your customer relationships.
Tip #1: Make a connection with your customers.
Many of us feel too busy to make small talk with our customers regularly. You may have a customer survey, and you may even post a sign that asks for customer feedback. But how often do you just take time to chat?
Take time today to speak with your customers and make a personal connection. Even a short dialogue can make your customers feel more connected to your business, and can make them feel more satisfied with their visit.
Here are some suggestions for starting a quick interaction that will lift the spirits of your customers. You can ask them…
“How is your day going so far?”
“What’s happening for you today that makes you happy?” Or,
“Tell me something you are looking forward to today”
These simple questions can create connection and remind us all of good things happening in our world.
Tip #2: Give a little more.
It’s the “extras” that count.
When you remember a customer’s name, or anticipate a need they may have, or go the “extra mile” by offering them a magazine while they wait or a cool glass of water on a hot day, you are showing the customer that you care.
Simply being attentive, friendly and sincere can make their day. The lucky news is, it can also make YOUR day. A happy customer is always more pleasant, and that makes our time at work easier.
Tip #3: Thank your customer and invite him or her back
Remember to tell your customers that you appreciate them. When you conclude an interaction, always THANK the customer for coming, and remind him or her that you’d like to serve them again.
For more in depth training in Customer Service Excellence, please contact us! We can provide onsite, online, or blended learning for your employees.
In this highly interactive and experiential course you will get the hands-on skills that you need to deliver exceptional service and to grow in your career.
- Assess the needs and expectations of your primary customer groups
- Discuss customer service as it relates to businesses success
- Learn keys to service success such as stress management, powerful, positive speaking skills, and active listening.
- Use and practice open, positive nonverbal communication
- Learn and practice techniques for managing tough customer situations and conflicts