10 ways to get more customers by providing great service!

Registrations now open for the 2014/15 Marketing for Success Programme. Click here for info!

We all complain about bad service, and I am amazed about how many businesses can’t get this right. Recently, I have made some big purchasing decisions and have bought from businesses that provide exceptional service. I have also not chosen to go with the ones that haven’t called me back or have not done what they said they would do.

So, based on my recent (often frustrating and some exceptionally good) experiences, here are some basic ‘rules’ that will help you grow your business by making great service a priority! I live by those rules too!

1. Be passionate about what you do, and employ staff that are as passionate as you about their work and dealing with customers! Delivering good service comes easy if you love your job!

2. Under promise and over deliver. Do a little more than your customers are paying for, they'll love you for it! In other words, go the extra mile!

3. Do what you say you do. I’ve had a number of businesses whom I have been dealing with in selling property that said they would call me back, or said they would send me an appraisal and they haven’t. And I am the customer in this case, willing to spend money with them! They’re making it very difficult for me to want to do business with them!

4. Keep in touch with your customers: if you’re in the process of doing a job or proposal for them, let them know you’re working on it and haven’t forgotten them.

5. Reputation. We all know the importance of positive word of mouth and recommendations. Now, with social media, the good and the bad word spreads even faster. Keep an eye on your reputation and what is being said about you. Bad experiences spread a lot faster than good ones!

6. Get testimonials: always ask your customers for testimonials that you can use to get other clients on board. Whether they be on your website or through sites as Tripadvisor, they’re so important in adding credibility and getting people to buy your product or service.

7. Make the customer feel important, no matter how busy you are! In my recent dealings with real estate agents, I was told by one that he hadn’t called me back because he was so busy. How do you think that made me feel? Is that my problem? How is he going to do a good job for me if he has no time? It certainly didn’t make me feel good. The customer is ALWAYS king. Make them feel important!

8. Follow up. Once a customer has made an enquiry with you, they are obviously interested in your product or service. Do follow up with them in order to get the sale, even if it takes several times…

9. Return calls and emails promptly. If you do, the customer feels like you care. If you don’t, they are likely to contact your competitor.

10. Train your staff. Discuss these things with your staff and set up service standards in your business. How do you want to treat your customers?

And last but not least, SMILE!

Till next week, Marijke

Registrations now open for the 2014/15 Marketing for Success Programme. Click here for info!