Add a little extra something to the products or services you offer. It could be a piece of chocolate like Hershey’s® Kisses®. Maybe a handwritten thank you note. It could be a coupon for their next visit. Or a bottle of water.
These little additions pack a huge wallop for the customer experience. And none of them cost a lot to implement (unless you eat all the Hershey’s® candies yourself). Think of what you can add to your customer experience so that the customer sees you as generous and caring.
Many customers value their time, and adding speed to your service will be appreciated. When customers call in or email you for a service question, how fast do you respond?
Set response time goals for you and your employees to respond to customer issues and questions. You might choose one minute, four hours, or one day for response time, depending on your business. Make sure customer emails are answered first, and have someone monitoring the phone during business hours.
Track your results and reward your speediest employees.
Acknowledge and Apologize
Sometimes things go wrong, and an apology to the customer is in order. In most cases, customers simply want to be heard, so your listening skills are your best asset at that moment.
As an entrepreneur, the buck stops with you. Even though it might not have been your fault, it’s sometimes a good idea to simply apologize in the sincerest way possible. If there’s something that needs to be done to make it right, go overboard. Give the refund, take the loss, and let the customer win.
How you word things can make all the difference. Which sounds nicer?
“We will have that item in stock in six weeks.”
The first sentence has two negatives (out of stock and won’t), while the second sentence is positive. It avoids the negative wording.
It’s a small but powerful change in the customer experience. Think about how you can word your communications so that there are more positive words and fewer negative words when speaking with customers.
Your Full Attention
Although you want to respond to customer issues with speed as mentioned above, while you are working with the customer, take time to slow down and really engage with the person. Our world is so fast, and some companies even reward multi-tasking, but no customer appreciates interruptions when being helped.
When you are with a customer, even on a phone call, be with the customer. Avoid interruptions and distractions, and give them your full attention. It’s the most powerful thing on this list. Treat them as a real person, not just another figure, and the customer will notice.