3 Non-Negotiables for Stellar Customer Service
Want to build connections that bring benefits?
You can do this everywhere you go by using people’s names. Career Coach Joyce Russel shared a story about a friend recovering from an injury. This man was staying in a rehab hospital and was not particularly happy with his care from the therapists and staff.
Unsympathetic, his wife noted that he hadn’t treated the hospital staff with particular kindness, “Do you even know the names of the people who are helping you?” she asked him. “No, why should I learn their names?” he replied. She reminded him that just by learning and using people’s names, he might get better care.
Sure enough, it helped!
Keep Your Best Customers Coming Back
Personal attention brings powerful results.
If you want a no-fail tactic to increase your sales, one of your best strategies is to entice proven customers to buy again. Here are just a few ways to keep customers coming back:
Greet People by Name
When you want to build loyalty, learn and use the names of your customers.
There should be a distinct difference between how you interact with your consistent clients and those you meet for the first time. Even if you don’t remember someone’s name, let them know you recognize them and are happy to see them. Say something like, “Well, hello! It’s great to see you again.”
When you take a phone call, the person on the other end usually identifies themselves immediately. Use this to your advantage and try to speak their name in conversation as the call progresses. As Dale Carnegie often said, “Remember that a person’s name is to that person the sweetest and most important sound in any language.”
Keep Your Eye on the Customer (Not the Profit)
Clients want to be recognized as people, not as potential profits.
In what ways can you be helpful regardless of profit? If a VIP customer needs a minor repair or replacement part, could you offer it at no cost? If a valued partner is considering a service upgrade, could you provide a free month of benefits? Small gestures (like carrying someone’s bag to their car) cost very little, but they add up over time.
People will continue taking their business to places they feel valued, and they’ll tell their friends too.
Keep Your Commitments
Reliability is the foundation of good customer relationships.
If you make a promise, keep it. If you say, “your new grill will be delivered and assembled by Saturday,” make sure it does. Never make claims you can’t back up with certainty.
The same rule applies to client appointments, upcoming sales, deadlines, etc. Think before you speak because broken promises are a slight on your character and your business's reputation.
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