At times it seems as though quality customer service is a
thing of the past. Some companies just don't appear to
care about keeping their clientele happy. If only they
knew how damaging this is to their business. Consider the
following statistics from the White House Office of
Consumer Affairs:
- For every customer who bothers to complain, there are 26
others who remain silent.
- The average "wronged" customer will tell 8 to 16 people.
- 91% of unhappy customers will never purchase services
from you again.
- It costs about five times as much to attract a new
customer as it costs to keep an old one.
- Each one of your customers has a circle of influence of
250 people or potential customers who hear bad things about
you.
In view of these figures, companies that don't make
customer care a priority could be losing thousands of
dollars. The following are some simple ways to ensure that
your customers remain happy and will keep coming back:
1. Say thank you. This is the simplest possible way to
keep your customers happy, but it is all too often
overlooked. A customer that feels appreciated is much more
likely to bring you repeat business and/or refer you to a
friend. Your clients are the reason for your business'
continued existence, so they should be appreciated. Saying
thank you is often enough, but imagine how much more valued
a customer would feel if something more personalized was
done to thank them, such as a thank you card, or a simple
coupon sent in gratitude for their business.
2. Respond to customer inquiries promptly. People simply
don't like to wait. Today's world of high speed internet,
microwaves and cell phones are evidence of this. If a
customer has to wait days to have questions answered by
you, they will likely take their business to a company that
responds to their inquiries quickly. This situation could
be rectified by setting up an autoresponder to answer
general questions, leaving you more time to respond to more
specific inquiries. If you still can't find the time to
respond promptly, then consider delegating this task to an
employee or outsourcing to a Virtual Assistant.
3. Know when to say sorry. Learn to be accountable, not
only for your own mistakes, but for those of your employees
as well. When you consider that it is estimated that 35%
of dissatisfied customers would not go to the competitors
if they received apologies, you realize the true value of
"I'm sorry". We all know that there are difficult people,
who will never be pleased, but the vast majority of your
clientele are not these people. Being sincere and
genuinely trying to make a disappointed customer happy will
undoubtedly help you to retain more clients.
4. Value your customers by giving them a little extra.
This is a small step that doesn't have to cost you a
fortune. It can be as simple as a small, unexpected free
gift after a purchase, or providing a little extra service
above and beyond that for which you were hired. Going the
extra mile for your customers will make them feel
appreciated and might even generate some referrals.
5. Personalize your service. Call your customers by their
names and ask them how their day is going. Even if your
business is conducted over the internet, there are ways to
personalize emails to let your customers know that you care
about them. If a client feels you know them, even a little
bit, they are much more likely to show you loyalty and not
move on to your competitors.
Without your customers, you don't have a business.
Customer service should therefore be high on your list of
priorities. Treating each of your clients with genuine
respect and gratitude by following these simple steps is
sure to merit your clientele's loyalty.
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Kelly Sims is a Virtual Assistant and President of
Virtually There VA Services. To find out more about
virtual assistance and how using a Virtual Assistant can
simplify your life and increase your profitability, visit
her website at => http://www.virtuallythereva.com . While
you're there, don't forget to sign up for her free monthly
newsletter providing useful information that enhances and
simplifies the lives of busy entrepreneurs.
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