Keeping new customers depends on properly managing their expectations in order to keep them happy. Although managing new customer expectations is not that difficult, it does take some time and effort by you and your employees to keep your new customers happy and placated.
Managing customer expectations begins with knowing what the customer will expect. To help you with your current—and future—customer base, your friends at Dale Carnegie Training of Central Ohio have listed the following 9 key points that you will need to get right:
1. People Want You To Show An Interest In Them — You need to not only know about their business but who they are and the things they like and enjoy.
2. People Want You To Respond Fast — Customers want their products and services “yesterday,” not tomorrow or 10 days from now. If you are slow, your customers will find someone else who can provide faster service.
3. People Want A Live Person To Be Available — Your customers want to know they can immediately reach a live person when there is a problem or question. Provide numerous ways for your customers to reach you, including business phone, home phone, fax, e-mail, and cell phone.
4. People Want A Friendly Person To Talk To — No matter who talks with your customers, make sure that they are smiling on the phone. Even though the customer can’t see who they’re talking to, a smile helps to warm up a person’s voice.
5. Under-Promise And Over-Deliver — If you are over-promising and under-delivering on your products and services, we can assure you that your clients will NOT recommend you to someone they know.
6. Help Your Customer Solve A Problem — If a customer calls you with a particular problem, they want you to help solve it. When you do that consistently, you will find yourself growing a large base of customers.
7. Tell Your Customers “Yes, I can do that” — Once you empower your staff to help your customers, you will find not only are your customers happy but your employees are too.
8. Don’t Nickel And Dime Your Customers — No matter what you sell, don’t charge your customers for small or simple requests—it only makes you look cheap. Provide complimentary service whenever possible.
9. Say “Thank You For Your Business” — Whenever you have a chance, let your customers know how much you appreciate their business. The key is conveying it with sincerity.
Remember…how customers perceive your business is their reality, so take a step back and examine how you do business. Additionally, you may want to consider e-mailing a customer satisfaction survey to learn what you can do to improve your products and services. These surveys can also be a revenue generator for your business as they are a great venue for asking your client base what other products or services they have an interest in learning more about.
For more information on providing exemplary customer service join us for our upcoming “World Class Customer Service” program in Dublin, Ohio on June 12.
This article has been brought to you by the good folks at Dale Carnegie Training of Central Ohio. We would love to connect with you on Facebook and Twitter. Also look for us on YouTube, LinkedIn and Pinterest!
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