Customer Service Surveys will offer you a great analysis of your focus on customer relations over time. This will assist you to determine if how the concepts you learned on your Excellent Customer Service Survey translate to great customer service. I believe they do.
Excellent customer service is not about satisfied customers. It is about improved customer relations that promote repeat customers and ultimately long-term, valuable business from referrals for years to come.
Replacement and referral business is extremely valuable to small businesses, but they are even more valuable to larger corporations. These ideas for building great customer relationships will ensure that your customers want to tell others about you, and your customers will keep returning. If you want your customers to be your advocates, then providing Excellent Customer Service must be part of your business strategy.
Create a Call to Action
Do you have an actionable statement that highlights what you need to do next? Millions of other businesses are glimpsing this welcome opportunity. How will your customers benefit from customer loyalty programs?
I heard 200 other small businesses quote the U.S. Chamber of Commerce. This is indicative of their shying away from such a valuable opportunity. Restaurant and nightclub businesses, for example, secure more repeat customers with action, and, as an example, they go so far as to offer loyalty discounts that are actively revised with new programs.
Listen to your customers
I guarantee you are going to hear if your actions have impacted your customer relationships. This is something that your Business Plan should include. Can you afford not to?
It is worth asking the following questions of your own business:
I know one company that now uses clear, concise communication via internet polls to find out what their customers think. Your every communication to them should offer a clear, concise, and actionable statement about how you can help them manage their parcels or their business. Use a consultant, you do what you are good at and hire the help you need. A business consultant can run with your ideas and create a plan that makes sense for your business. You need to know is that as a business owner you must rely on your customers to stay loyal to your business. Your customers are investing in your business and growing, so why keep them and not your new customers.
With all that we have talked about and covered, make sure you design long term strategic plans to bring your customers back with great customer service. This will then benefit you as the owner. I consistently do things for my customers that will benefit me or earn me a return visit or additional business. This ultimately keeps a steady stream of customers to my business. I will anticipate the recommendation of my current customers and encourage them to return. I will not neglect to email or mailing my fans, and I recently identified a new customer who would benefit from the feedback.
I will communicate with my customers with the good news about service, change in pricing, and my hedge that may improve your service and their experience.
Have you run a customer re-order program?
Can you link up in a newsletter with those who never ordered before and who order more than one product or service from your business?
Is there a long term plan to connect with new customers? Or are you going to focus on the immediate customers? (Note: Don’t put all your eggs in one basket and hope one day someone will buy them all. Keep in mind that you can’t afford to send your sales force to every location, they may become fickle and spend money on unproductive marketing efforts. Assess your plan for staying in touch with your new customers based on your goals for the future.
Tell your story to future and current customers. Let them know about your goals and achievements with future clients through the activities you plan to do to improve your customer relations.
- Is there a way to keep and grow your customers?
- Do you have a plan to increase your customers with new customers?
- Do you have a plan to increase your product/service value as a response to customer needs?
- Do you have a few customer service strategies to increase loyalty?
- Do you have a few customer loyalty strategies(C-etc) you can implement for those customers that have been disappointed in the past?
- Is there a way you can strengthen your relationship with your current customers?
- Do you have a procedure to notify your customers and ask for it when you cannot complete the job?
- Do you know that 95% of all new customers will not pay, but will refer from 10% of customers who are just unhappy with the work done to them?
- Do you have proper systems in place to stay in touch with your customers?
- Do you have a customer loyalty reward program? You can create a rewards program for various behaviors, actions, and actions. Their get-togethers can be personal or virtual. Are you at a loss for words about what to do?
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