1. Know what they want
The more you know about your customers, the better you’ll be able to understand and even anticipate their needs. Aside from delivering superior quality products or services, knowing how your clients want to do business is vital. Do they love a good chat over a long lunch, or do they just want you to do a great job (or deliver a great product) for them? Know them, and know them well.
2. Do what you say you will do
Doing what you promise is the all-time best way to build trust and credibility with your clients. Sometimes stuff goes awry, and that’s OK. The important thing is that if you can’t do what you said you would do, have a very good explanation. Many businesses offer a basic promise as part of their business charter. “We deliver anywhere in Australia”, for example, or “24-hour turnaround guaranteed”. Of course, it follows that you should only ever promise something that is within your power to deliver.
3. Make their day
Go ahead. It’s THE BEST feeling! Do you remember how you felt the last time a stranger smiled at you in the street? You can recreate that feeling every single day in your workplace simply by making your clients feel somehow special or important. There are a bajillion creative and fun ways to do this. But do please be genuine. Your clients will spot a fraud from 10 paces, punk!
4. Be a great listener
You might deservedly feel that you’re the expert in your field, but we caution against making assumptions about your clients. Give them the gift of your undivided attention and actually listen to what they say and hear what their greatest problems really are. It will save everyone a lot of time as you head straight to the very best solutions for those problems.
5. Know the power of ‘yes’
Having a ‘can-do’ attitude is one of the basics of exemplary customer service. Provided the request is reasonable, do whatever you can to make it happen. This naturally entails a certain degree of flexibility, but hey – rules were made to be broken, right?
6. Make it easy to do business with you
At every point of contact with your business, clients should find the going smooth. This begins with your marketing and advertising which should never have any ‘dead ends’ (ie the customer can’t get to you). It continues at every touch point, with the courtesy and friendliness of your staff, the service you offer and your ability to make everything seem easy. A little like the duck gliding smoothly across the water while her feet are paddling madly beneath the surface, your clients don’t need to hear or see the trials and tribulations behind the scene.
7. Make customers, not sales
This simple shift in focus will result in many more loyal, repeat customers. Many salespeople get so caught up in their pitch and in their monthly budget targets that they forgot all about the relationship. Ditch the pitch in favour of a genuine interest in the person and your happy customers will become your best advocates.
8. Understand what you’re offering
So often, businesses make the fatal marketing mistake of focusing on themselves rather than on what they can offer their customers. What are the greatest problems your target audience is experiencing? What solutions can you offer them? THAT is your marketing message and THAT is how you connect with your clients.
9. Under promise, over deliver
What can you give your clients that your competitors can’t? How can you surprise your loyal clients today? Always try to build in a buffer around your products or services so that you can exceed your clients’ expectations every time.
10. Begin with you
Perhaps this point should be Commandment number 1… Your team is your greatest asset. How well do you treat them? Do you model exemplary customer service in your day-to-day dealings with them? Happy employees will automatically follow your lead and begin treating your invaluable customers and clients with the same degree of trust, dignity and style.
Could your team improve its customer service focus? o2 Media delivers Customer Service workshops tailored for various industries. Phone (03) 5568 3095 or email info@o2media.com.au to find out more.