Where is the Love in Business Today?
Where's the love?
Are there any companies that consistently treat their customers as if they love to serve them, love to have their business, and would love to see them return again and again? Not many these days. A few, but not many.
Did you know that there are actually stores out there that do NOT expect their staff to assist customers unless ASKED? The concept is called self-service. For customers who like being frustrated and walking in circles to find a staff member, then those stores are fine. But many customers want to human experience when they shop. Those customers will go out of their way to spend money where people greet them, assist them, and thank them for their business. Those are the little things that bring customers back again and again, leaving a warm, satisfying feeling, like a cup of hot chocolate.
Even customers clicking away in their PJ's expect to be welcomed, want to find help when needed, and deserve to be thanked for every purchase, large or small. If the brick and mortar or online experience is cold and unfeeling, chances are good that customers will go elsewhere.
Where's the LOVE in your business?
What could you do to warm up the customer experience?
1. Establish new policies
Write new guidelines and distribute them to staff. Begin with the basics, such as how to answer telephone inquiries (return calls within 24 hours!) and how to route letters or emails. Keep it simple. Let employees know you care about responding to customer concerns.
2. Engage your customers
Ask customers how they would like to be treated. Provide an easy method for them to offer feedback (anonymously is OK) and spread the word that feedback is welcome and will be acted upon. Use voicemail, email, or a comment card. Use what is readily available. See #1 about responding!
3. Empower your employees
Send a clear message to employees to think in terms of keeping customers and making them happy. Give employees the power to make things right or to make things better. Afterwards, ask them how it felt to solve a problem.
These are simple ideas that don't need to be time-consuming, costly, or complicated.
Just begin.
Set a tone that you care about your customers, take steps to make a difference, and change will happen gradually. Customers and employees alike will feel the love.
Related Tags: service, customer, feedback, shop online, brick and mortar
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