“There is only one boss – the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”.
These are the word of Sam Walton, the founder of Wal-Mart Stores. They make a truth that every entrepreneur must always pay attention to – without your customer, you’re not in business. So, in reality, your customers are your bosses and because of this, you must do everything possible to satisfy them so that they won’t “spend their money elsewhere”.
Having great customer service is the only secret to retaining your customers and making them loyal to you. Here are some rules for building a great customer service that works.
1. Always answer the phone
It frustrates customers when they call your phone and you’re not answering. Always answer all phone calls – even if you’ll have to hire someone just for that!. And no! Don’t make the mistake of playing a recorded voice or placing your phone on an answering machine. This angers customers. They want to talk to a human, not a machine, not a robot.
Also,answer phone calls properly. Make customers wish that their conversation with you shouldn’t end. Talk to them with courtesy and respect.
2. Keep promises
Never make promises you won’t keep. Even if you won’t be able to keep a promise you made to a customer, inform the customer and explain your reasons.
Everyone hates disappointment. If you make promises and fail to keep them, your customer will lose trust in you and will go somewhere else.
3. Listen attentively
How would you feel if after spending several minutes explaining your problem to someone else, you discover that the person hadn’t been listening? Annoyed, right? Yes, that’s how customers will feel if you do that to them (and you know what happens when you piss a customer off).
So, listen to customers with very rapt attention when they are making certain enquiries or explaining their problems to you.
4. Treat complaints instantly
Yes, you cannot please everybody. But always strive to. Whenever a customer lodges a complaint, take action instantly and deal with the complaint. Try to please that customer on the spot. This will make him your loyal customer if he’s not one already.
5. Be helpful – even when there’s no gain in it
Imagine that you have a problem with your website’s html code. You then email a guy whose website you found while searching on Google, explaining the problem to him. This guy fixed the problem for free. Yes, free.
Now tell me! If you have another web design project to outsource, where do you think you’ll go? To him, of course. So, always be ready to help. You never know, that individual you once helped may later become your biggest customer.
6. Ask about the product or service
When a customer buys a phone for instance, ask the customer questions such as, “how was the phone you bought? I hope you’re enjoying it.”
This way, you show concern. You show that you really care to know if the customer has been enjoying the product or not. Customers love this.
7. Train all your staff to be customer-friendly
If you have employees working for you, train them all on how to keep good relations with customers. So, even when one employee is absent, another will, in his place, be of help to customers without having to say, “I don’t know about it, wait for the manager”.
By applying these 7 rules consistently, you’ll build for your business a reputation of good customer service – exactly what every customer is looking for. And interestingly, good customer service, if maintained, brings more customers than promos and adverts do.