Published on Friday 20 July 2018 in The Shoestring Marketing Blog
Discover how to WOW your customers...
Turning customers into raving fans is easy and it doesn't even require a big spend. We've learnt that it's the little things that go a long way and there are some really easy things you could do to WOW your customers. Vanarama's Laura Day reveals all.
Delivering a 5-star service to customers is at the heart of everything we do. Excellent customer service is the key to success, because if you WOW your customers then everything else will fall in to place.
There are some easy ways to do this that won't break the bank but will still put you way ahead of your competitors. Here's a few of the best ones…
1. Speak as your customers do
One of the best bits of advice we can offer is to mirror the way your customers speak to you. Be friendly and personable. If they call you 'mate', then you know that they're laid back and would expect a casual response in return.
And, vice versa – if your customer is less chatty and informal, then mirror this too. The more you can make your customer feel at ease, the better – and the more likely they will be to recommend you to their friends.
2. The '1 extra' rule
It's simple – 1 extra minute of your time, 1 extra act of real kindness and 1 extra check to make sure the job has been done perfectly – could really make all the difference when it comes to how you leave your customer feeling at the end of a job.
When you make the effort with the little things, they're instantly noticed and valued by customers. Your customers want to feel that you actually care about them, so taking a little time to send an extra message or make that extra phone call after a job, is time well spent. It's a worthwhile investment for you and your business in the long run.
It's human nature to smile back when someone smiles at you – they're contagious and can be the most powerful customer service tip of them all. Customers are much more likely to want to talk to a cheerful person with an enthusiastic personality, as opposed to someone that does the job with no real enthusiasm.
Offering a friendly smile could make a customer's day and leave that long-lasting, positive impression.
4. Deliver what you promise
There's nothing worse than making empty promises to customers that you simply can't keep. Only ever offer a customer something that you're sure you can deliver.
Stick to deadlines and make sure you turn up promptly for any appointments and jobs. If situations change or you're not going to be able to make it to your customer, let them know as soon as possible to avoid any let down. This means you'll swerve the stigma that might otherwise be left behind.
5. Be memorable
Try to always be helpful, polite and courteous. Make sure your customer's experience is a positive one because it's the positive experiences that they'll remember and share with others.
And, always listen to your customer's needs. You are unlikely to be able to help your customers effectively if you don't listen to their needs carefully. Be empathetic and understanding and you'll be well on your way to delivering the very best customer service all day, every day!
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