10 Customer Service Tips to Build Loyal Customers
10 Customer Service Tips to Build Loyal Customers
Many businesses I work with have functioning client acquisition strategies, but have nothing put in place to keep their existing customers satisfied. Here are 10 customer service tips to build loyal customers (and most cost nothing to put in place).
1. Say thank you. Customers have chosen to invest time and money with you. Being grateful for their investment and saying thank you is one of the simplest and easiest ways to build customer relations. This can range from a simple verbal thank you, to a handwritten note on an invoice or a postcard, through to a bunch of flowers or corporate gift. Whatever you choose to do to say thank you – do it from the heart and think about what you are doing.
2. Learn names. The most magical word a person can hear is their own name. Learn the names of your clients and use them in conversation.
3. Under promise and over deliver. Many businesses get caught in the bind of promising too much to try and attract a customer and then not being able to deliver on their promises. This leaves the customer feeling less than happy with your service. Life gets in the middle of things at times, so it is better to factor this into your business up front. If a job is scheduled to take 3 days, allow for 4 just in case. Give that little bit of extra service.
4. Little things mean a lot. With your customers, little gestures and touches make a difference. If you are delivering a piece of furniture – wipe it over for the customer when you deliver it into their home. When visiting a client and the garbage bin people have just been, wheel the bin in for them. Always leave a property/vehicle cleaner than you found it. If your business has kids as clients, put stickers or colourful stamps on your mail. It is the little touches that makes the difference.
5. Keep in touch. If you only contact your customers once a year (and that contact is an invoice), expect little customer loyalty in return. Find ways to keep in touch with your customers. Your “A” clients – the ones you love to work with, pay on time and generate the most income, should hear from you at a minimum every 1-2 months.
Again it doesn’t have to be big – an email hoping things are going well for them, a quick phone call, a bag of biscuits dropped in while you were passing or a copy of a newspaper clipping they may be interested in all do the job. All customers should hear from you regularly. Find a way to automate things as much as possible for you – a newsletter or an autoresponder email can make your life easier, while still reminding people that you are thinking of them.
6. Remember significant events. If your client is getting married, having a birthday or other special event, or are celebrating a holiday such as Christmas – all of these are opportunities to drop a line to say “thinking of you”. Some businesses I know have a concertina file for each month of the year. At the start of the year they buy a stack of birthday cards and fill them in, wishing their client a happy birthday. Where the stamp goes they pencil in the date of the birthday. They fill in the name of client, but leave the address blank to check just before it is mailed. At the start of each month they simply pull out all the cards for the month, check the addresses and then post out the cards.
7. Solve problems first time. Complaints are an opportunity to show how can you respond and fix problems. In my experience complaints only ever go bad if the person is ignored, not listened to, not treated with respect or palmed off. With any complaints, listen carefully without interruptions. Work out whether or not losing a customer is worth you being right if you feel the customer is in the wrong. Solve the problem or review your procedures so the problem does not recur. Tell the customer what you will do/have done and most importantly – apologise (and mean it).
8. Communicate. Lots of problems come from businesses that don’t communicate with their customers. If your delivery is delayed – contact your client and tell them. If you are going to be early – contact the client and tell them. Keep your customers informed of progress and any problems that may be occurring.
9. Respond to emails, faxes and calls. If a customer contacts you, aim to respond within 24 hours. Even just a quick email to acknowledge their contact is better than deathly silence.
10. Smile and be friendly. Genuinely caring about your customers and their well being shines through. You can teach skills – you can’t teach attitude as easily. Always look for the happy employee who genuinely cares about your customers and their needs. They will become your greatest asset your company has.
I read an article by Alan Cohen about his experience in a corporate chain hotel. He found this note waiting for him, laminated on the pillow. It was titled:
Stranger within our gates
Because this hotel is a human institution to serve people, and not solely a for-profit organization, we strive to ensure you will experience peace and rest while you are here.
May this room and this hotel be your "second" home. May those you love be near you in thoughts and dreams. Even though we may not get to know you, we hope that you will be comfortable and happy as if you were in your own house
May the business that brought you our way prosper. May every call you make and every message you receive add to your joy. When you leave, may your journey be safe.
We are all travelers. From birth 'til death we travel between the eternities. May these days be pleasant for you, profitable for society, helpful for those you meet, and a joy to those who know and love you best.
This simple note on laminated paper made a huge impact on Alan. What do you do to keep your existing customers happy?
10 Customer Service Tips to Build Loyal Customers - To learn more about this author, visit Ingrid Cliff's Website.
Like this article? Share it with your friends
It costs about 3 times more to find a new customer than it does to retain an existing customer. What does that mean? For most businesses, your best investment can and should be in keeping your existing customers happy, rather than always chasing new customers.
Many businesses I work with have functioning client acquisition strategies, but have nothing put in place to keep their existing customers satisfied. Here are 10 customer service tips to build loyal customers (and most cost nothing to put in place).
1. Say thank you. Customers have chosen to invest time and money with you. Being grateful for their investment and saying thank you is one of the simplest and easiest ways to build customer relations. This can range from a simple verbal thank you, to a handwritten note on an invoice or a postcard, through to a bunch of flowers or corporate gift. Whatever you choose to do to say thank you – do it from the heart and think about what you are doing.
2. Learn names. The most magical word a person can hear is their own name. Learn the names of your clients and use them in conversation.
3. Under promise and over deliver. Many businesses get caught in the bind of promising too much to try and attract a customer and then not being able to deliver on their promises. This leaves the customer feeling less than happy with your service. Life gets in the middle of things at times, so it is better to factor this into your business up front. If a job is scheduled to take 3 days, allow for 4 just in case. Give that little bit of extra service.
4. Little things mean a lot. With your customers, little gestures and touches make a difference. If you are delivering a piece of furniture – wipe it over for the customer when you deliver it into their home. When visiting a client and the garbage bin people have just been, wheel the bin in for them. Always leave a property/vehicle cleaner than you found it. If your business has kids as clients, put stickers or colourful stamps on your mail. It is the little touches that makes the difference.
5. Keep in touch. If you only contact your customers once a year (and that contact is an invoice), expect little customer loyalty in return. Find ways to keep in touch with your customers. Your “A” clients – the ones you love to work with, pay on time and generate the most income, should hear from you at a minimum every 1-2 months.
Again it doesn’t have to be big – an email hoping things are going well for them, a quick phone call, a bag of biscuits dropped in while you were passing or a copy of a newspaper clipping they may be interested in all do the job. All customers should hear from you regularly. Find a way to automate things as much as possible for you – a newsletter or an autoresponder email can make your life easier, while still reminding people that you are thinking of them.
6. Remember significant events. If your client is getting married, having a birthday or other special event, or are celebrating a holiday such as Christmas – all of these are opportunities to drop a line to say “thinking of you”. Some businesses I know have a concertina file for each month of the year. At the start of the year they buy a stack of birthday cards and fill them in, wishing their client a happy birthday. Where the stamp goes they pencil in the date of the birthday. They fill in the name of client, but leave the address blank to check just before it is mailed. At the start of each month they simply pull out all the cards for the month, check the addresses and then post out the cards.
7. Solve problems first time. Complaints are an opportunity to show how can you respond and fix problems. In my experience complaints only ever go bad if the person is ignored, not listened to, not treated with respect or palmed off. With any complaints, listen carefully without interruptions. Work out whether or not losing a customer is worth you being right if you feel the customer is in the wrong. Solve the problem or review your procedures so the problem does not recur. Tell the customer what you will do/have done and most importantly – apologise (and mean it).
8. Communicate. Lots of problems come from businesses that don’t communicate with their customers. If your delivery is delayed – contact your client and tell them. If you are going to be early – contact the client and tell them. Keep your customers informed of progress and any problems that may be occurring.
9. Respond to emails, faxes and calls. If a customer contacts you, aim to respond within 24 hours. Even just a quick email to acknowledge their contact is better than deathly silence.
10. Smile and be friendly. Genuinely caring about your customers and their well being shines through. You can teach skills – you can’t teach attitude as easily. Always look for the happy employee who genuinely cares about your customers and their needs. They will become your greatest asset your company has.
I read an article by Alan Cohen about his experience in a corporate chain hotel. He found this note waiting for him, laminated on the pillow. It was titled:
Stranger within our gates
Because this hotel is a human institution to serve people, and not solely a for-profit organization, we strive to ensure you will experience peace and rest while you are here.
May this room and this hotel be your "second" home. May those you love be near you in thoughts and dreams. Even though we may not get to know you, we hope that you will be comfortable and happy as if you were in your own house
May the business that brought you our way prosper. May every call you make and every message you receive add to your joy. When you leave, may your journey be safe.
We are all travelers. From birth 'til death we travel between the eternities. May these days be pleasant for you, profitable for society, helpful for those you meet, and a joy to those who know and love you best.
This simple note on laminated paper made a huge impact on Alan. What do you do to keep your existing customers happy?
10 Customer Service Tips to Build Loyal Customers - To learn more about this author, visit Ingrid Cliff's Website.
Like this article? Share it with your friends
 | |
 |
No article feedback found. |
| |
Leave Your Feedback |
 | |
| |||
|
I've created this section on my site to share some of the incredible tools that I've used to build my business. I hope you too can benefit from them and look forward to hearing your feedback on the reviews! - Visit Evan Carmichael's Website |
|||
Dianne CramptonDianne Crampton is an executive leadership coach, team consultant, author and president of TIGERS Success Series, Inc. Dianne has been helping CEO's and Executives connect their employees to their core values and goals for over 20 years using the trademarked TIGERS team culture process, which stands for trust, interdependence, genuineness, empathy, risk and success. To download a free white paper on behaviors that build strong teams and behaviors that will predictably tear them down go here. - Visit Dianne Crampton's Website |
|||
Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
|||
David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
|||
George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
|||
Jay Kubassek(Jay's Full Bio: EvanCarmichael.com/jaykubassek) In five years, Canadian-born entrepreneur Jay Kubassek went from selling mufflers at a Midas franchise to revolutionizing Internet marketing with the 2004 launch of CarbonCopyPRO, a online marketing education company, now worth over $20 million with customers in over 160 countries.
As an independent film producer, his upstart film fund Aliquot Films is currently producing a films with Spike Lee and Abel Fererra (starring Ethan Hawke and Dennis Hopper.)
Jay's entrepreneurial spirit is irrepressible. He’s the owner of five companies, a professional speaker and trainer, international real estate developer/investor, extreme sport enthusiast and emerging philanthropist. Jay resides in NYC with his wife Jamie, son Milo and dog Cooper. Visit Jay's official website: www.JayKubassek.com - Visit Jay Kubassek's Website |
|||
|
To learn more about the Evan Elite Author Program please contact us. | |||
 | |
|  |
Subscribe to Ingrid's articles
 | |
|
|  |
 | |
|
| |
 | |||||||
|
 | ||
 |
||
 |
||
|
||
|
| ||
 |
| Have you written articles that would be of value to entrepreneurs? Become an expert on our site by publishing them! Expose yourself to a wide audience, drive more traffic to your website and get more sales! Click Here for details. |
|
|
 |
| Modeling the Masters: Learn the true secrets behind Walt Disney's business success factors & grow your company! Video produced by Phanta Media |
|
|
 |
"Learn straight from Evan how you can Make a Full Time Income (And More) from a Website"
Click Here To Learn More |
|
|
|
|
Get advice & tips from famous business owners, new articles by entrepreneur experts, my latest website updates, & special sneak peaks at what's to come!
|
|
|
 High Quality Sales Leads Press Advertising Instant Press Release Self-Employment Guide Instant Quotes |
|
 | ||
 |
Top 50 Raising Capital Blogs
Top Blogs To Watch In 2008 | |
 |
Guide To ERP Software
Business Management Software | |
| ||
 | ||||
| ||||
|
| ||||
| ||||
|
|
|
|
|
||||||||||||
|
Email us your ideas on how to make our website more valuable! Thank you Sharon from Toronto Salsa Lessons / Classes for your suggestions to make the newsletter look like the website and profile younger entrepreneurs like Jennifer Lopez and Sean Combs!
|
|
|
| ||||||||||||
| ||||||||||||
|
|
||||||||||||