When it comes to customer service communication, here are some tips to make your relationships much better. These 6 things will make your customers feel appreciated and know that they can rely on you.
Under promise and over deliver
If you’re estimating time or price, always give a “worst case” amount in case there are problems. Then, even if there is a problem you still deliver on time and in budget. And, if everything goes smoothly you finish early and under budget. Everybody loves that!
Be upfront
Similarly to the first point – be upfront about how long something will take. If you’re loaded down with work and can’t get something done today, don’t say you can. If you don’t have the knowledge or equipment to do something you’re asked to do, say so. It may mean you’ll lose some business. But, it’s less likely to be a problem in the long term. Particularly compared with getting a reputation as a business that always lets people down.
Treat their issue as serious
If a customer comes to you with a problem, treat it with the same seriousness as they do. Don’t tell a customer that their problem isn’t important or that they’re overreacting. Instead sympathise and tell them how you can help.
Listen to what they’re upset about
When a customer tells you they’re upset about wasted time, don’t tell them the service is free. If a customer is upset about the quality. Then don’t tell them it’s all they can expect for the time. When a client makes a complaint, pay attention to what it is they’re complaining about. Then address that, not what you think they should be concerned about.
Say thanks
It’s OK, even encouraged to ask your customers to refer you and it’s OK to ask customers to come back to your business but don’t forget to thank them for doing business with you. The thanks is far more important than the request for referrals as you’re likely to get referrals from clients who liked dealing with you and felt appreciated. On the other hand you’re not so likely to get referrals from clients who felt they were being pushed into referrals, testimonials or return visits.
Love Feedback
Learn to love feedback. It can be a little upsetting when you’ve poured your heart & soul into a project only to hear “it could be better if…”. Just remember that if the customer is happy to take the time to offer suggestions to help your business grow then they’re on your side. We all love the customers who are complimentary and “get” what we do, but anyone who suggests a change is giving you a wonderful opportunity to either expand your services or reword your message to make your brand clearer.
