Fostering a healthy relationship with customers is important for the success of a business. It is all the more important in this competitive world, where a customer has plenty of options to choose from. Moreover, an unhappy customer can share his views on online networking sites and that can have a really negative influence on your business. This is why it’s important now more than ever before to create and sustain a healthy customer base. Walt Disney said it best, “Do what you do so well that they will want to see it again and bring their friends.” Happy customers contribute to the success of a business in many different ways. For example, your customers are the most powerful tool for your marketing and no marketing effort can be as effective as the recommendation of an existing customer.
So, what should a business do to keep its customers happy and satisfied? What are the measures that a business should put in place to make customers happy?
Be professional in all your communication with customers. People do not like talking to nameless people – introduce yourself whenever you answer a customer call or a customer email. It is equally important to maintain phone etiquette and email etiquette while replying to customers. They might feel neglected or even offended if you answer their call or email too casually.
Give Your Customers an Attentive Ear
Listen to their problem and then suggest a solution. Do not interrupt a customer in the middle and start with your solution. Yes, they have called for a solution. Listen to what they have to say and then reply to them. If you interrupt they might feel you are underestimating their problem. Even if you know what the customer is going to say, let the customer finish first. Remember, effective communication is always two ways. First listen to the problem and then address it.
Assure Them of Your Service
While making a purchase, customers are worried about post-sales service. They also want to be assured that they can reach the business anytime they need. A toll free number as your business number can boost your customer satisfaction to a large degree. First, it assures customers that they can reach you any time. Second, they get automatically convinced about post sales service and they feel more confident to call you because these numbers never charge the caller.
Ask for Feedback
You should also ask customers for feedback at regular intervals. Ask them to rate your service on a scale of 1 to 5, 1 being the poorest and 5 being the highest. Also ask for their suggestions and advice on the areas of your service or products that they feel needs improvement.