When operating a service based business, you’re constantly trying to find ways to set yourself apart from the competition. But, what if your competitors provide a great service, has a solid client base and from the outside looking in, has the perfect operation running? These 4 easy tips will help you to improve one of the most important things in business… CUSTOMER SERVICE.
Send Handwritten Thank You Letters
The first thing you can do to set yourself apart from your competitors is, send handwritten thank you letters to everyone you bring on as a client, or potential clients you meet with. Mail is preferred, but email is okay also. Because we live in a digital age now, the people don’t really expect to receive a handwritten anything now days.
So when you mail a handwritten thank you letter to your client (or potential client), they will not feel like just another client and they will remember you. It takes about 5 minutes or less to write and another 5 to drop in the mailbox. 10 minutes and a postal stamp could increase client retention and close a new client for you.
Listen To Customer Problems
The next thing you can do to increase customer service is LISTEN to your customer! In sales, if your client is doing most of the talking, you’re headed in the right direction. That means 2 things; they are comfortable with you and they trust you enough to share their problems/pain with you. Their pain is THE MOST important part of what they are saying. Because your business is to solve their problem.
When speaking to a potential client, repeat some of the things they communicated to you. When you do that it shows them you were listening to them. If there is an issue with one of your current customers, LISTEN to their pain. Remember, you have to KEEP your clients, not just get them. Listening to your clients will surely increase retention.
Be Available! If you’re not some huge international company with several departments, you should be available to your clients and prospects. In today’s world, people expect answers, NOW. Not saying you should stop having quality time with your family to take a customer’s phone call (although it happens), but, your customer or prospect should not have to hunt you down to get to you.
When you respond to emails quickly and return phone calls quickly, they love that. That shows you are professional and you’re a reliable company that has their interest in mind. This is a phenomenal way to show great customer service.
Hire The Right People Who Get It
Hire people who “get it”. Creating a company culture based on excellent customer service isn’t an easy job. Sometimes, you may have to look at candidates outside of your industry to yield someone with a natural knack for customer service. Hire people who have a genuine spirit of serving others.
Waiters and waitresses, valet staff, housekeepers, hostesses, front desk or receptionist, concierge and some call center representatives all display areas of customer service. So, when looking for good people to add to your team, these may be some good keywords to use to attract quality candidates who may fit with your company culture.
Remember, the customer experience you provide will make or break your company. According to a study by Dimensional Research, 52% of people say they have made an additional purchase from a company because of a positive customer service experience. Great customer experience is directly related to your company’s overall growth.