Subscribe online for mybusiness
My Business contains fresh,
easy-to-read articles, money-making
tips and expert advice.
Sign up for our E Newsletter
Our free, weekly newsletter brings you the best of this site, plus giveaways and other fun. Sign-up now and receive every digital edition in 2014 of My Business FOR FREE!
Five tips to get your customers raving about you
Story by "Franziska Iseli-Hall" | July 5, 2012, 1:41 PM
Last week I was waiting for a parcel to be delivered by a freight company. After no less than seven calls, what felt like ‘endless hours’ spent on hold, and five promises that it will arrive ‘tomorrow’, it finally arrived after what felt like years (it probably only was a couple of days). This made me think about customer service and how important it is, no matter how big or small the business.
Will I ever recommend this freight company? I dare say not! Will I tell someone never to use them? Probably. Now, imagine if 20 or even 30 per cent of their customers have a similar experience – they’d be missing out on so much business.
Most businesses forget how crucial it is to look after their customers and prospects every single day. I’m sure if you look back on your interactions with companies you could tell me about at least one ‘not so excellent’ customer experience. But there are also some fabulous customer service examples that spring to mind, and one that pops into my mind is my hairdresser. Every time I go there I feel like a queen and the ladies at the salon put so much effort into spoiling their clients.
In your own business, think about things you can do to really provide your customers with a unique service that not only gets them coming back over and over again, but also gets them talking about you. Here’s five ways you can do this:
Show appreciation. Make your clients feel appreciated. There is a lot of competition out there and it’s easy for your customers to choose a different provider if they don’t feel appreciated and valued. Maybe surprise them with a birthday or Christmas card, invite them to a special event and give them more value than they are expecting. Say thank you more often.
Surprise them positively. How about giving your clients a call after purchasing your service or product, just to check in and see how they are going. Imagine if your doctor called you up after your appointment to check in, that would be excellent customer service!
Make it a memorable experience. Think about how you can make interacting with your business a special experience. Can you provide some fresh fruit or freshly baked muffins to your customers (imagine the delicious smell of baked goods in your business). Or a dentist who has a massage therapist to give you a foot massage while you get your teeth fixed up.
Be honest. Make honesty one of your top values in business. If you know that a certain product or service is not suitable for one of your customers, say so, don’t just sell it for the sake of it. Your customer will remember your honesty and refer you to their friends and family because they trust you.
Keep in touch. Be in touch with your customers and prospects frequently to stay in their minds. Human beings are very good at forgetting. Remind them of you by staying in touch via email, phone, face to face, mail outs, newsletters etc. Next time they need your service or product, they will remember you over your competitor.@mybusinessau on Twitter for breaking stories throughout the day.
Register now to receive the FREE weekly My Business Headlines e-newsletter, which every Tuesday morning delivers all the latest news for SMEs straight to your inbox. Find out why you should join the SME Association of Australia now.
Government news for business
To get on top of the threat, click here to access a Symantec.cloud White Paper and discover:
- The top 6 security trends SMBs need to protect yourselves against
- A Security Essentials checklist - the essential security controls required to cover these threats
- How Cloud Security services can offer significant benefits in security your business
Most popular stories
- Interview: Ruslan Kogan on social media, entrepreneurship and how startups can succeed
- 2014 My Business Awards: How to Enter
- My Business iPad and iPhone app now has four issues free!
- Announcement: Finalists in the 2011 ActionCOACH My Business Awards
- Facebook launches Small Business Accelerator Program