If you’re a business owner, you may already know that it’s impossible to meet your customer’s expectations 100% of the time. It’s important to have processes in place that allow you to respond to customer issues quickly. Being proactive with customer complaints is an essential component of establishing a good business reputation and building customer loyalty.
Here are a few quick tips to help you create an amazing customer experience
Under Promise Over Deliver
It’s the top rule of thumb for entrepreneurs everywhere. The goal is to always wow your customers. You don’t want to promise the customer anything that you aren’t 100% certain that you can flawlessly deliver without fail.
It’s much easier to promise 3-day fulfillment when you know that your internal process is to have the project completed in 2 days. Your customers will be impressed that you completed ahead of schedule and will feel more confident about doing business with you again in the future.
To the contrary, if you promise too much and then fail to follow through with your actions you risk not only losing that customer but also creating a reputation for poor performance.
Make it Easy for your Customers
If you own a service-oriented business you want it to be easy for customers to book appointments or make reservations with you. People want convenience. They want to be able to make an appointment easily and preferably without a lot of back and forth communication. Look for solutions that simplify the process.
For example: if you’re a hairstylist or makeup artist you’ll want to implement an up to date and easy to use system for your customers. You need a platform that helps you avoid double and overbooking clients. You’ll also want a platform like the one offered by Salon Iris that helps to automate the reminder process.
Always respond quickly
How quickly you respond to customer complaints is just as important as responding at all.
With the connectivity that we all have through the internet and social media, customers expect to receive quick feedback and response to their concerns. If you’re a small business, you’re already juggling a lot. But you will need to establish a process that allows for a fast response to troubled customers.
Consider implementing an automated process for emails. This way the customer knows that you’ve received their concern and how long it will be for someone to get back to them. Some companies have also started using social media for customer care – employing Twitter and Facebook’s direct messaging capabilities to respond to customers in real time.
There is no right or wrong way to facilitate the process. The most important thing is that you have a system in place to ensure that customers don’t feel ignored or neglected.
Every business should have standard operating procedures that everyone adheres to. This helps to create consistency in process and customer interaction. These procedures only have value if they are implemented properly and consistently. Your customers should know what they can expect when they buy from and interact with your business. Be clear about what your standard operating procedures are and be sure everyone who works for the company understands them.
Everyone who works for your company and interacts with customers and clients should be accountable for the actions they take. When people know that they are personally responsible for their misconduct and careless mistakes you reduce their frequency dramatically. Put this standard in place early on and you’ll eliminate any misunderstanding concerning consequences for individual responsibility.
While the customer is not always right, it is important that you make their concerns a priority. Even if you’re not able to resolve every issue that arises you want your customers to feel appreciated and understood. By staying on top of their concerns you show that they matter and that you care. You may also find a few areas that need improvement in your business.