3 ways to get happy customers for life
Running your own business is complicated enough. How do you make sure your customers are happy and they bring you referrals and positive word-of-mouth? Here are 3 tips to follow:
1. Under promise and over deliver. Return their phone call, email, tweet, question within reasonable time. If you are completely swamped then tell them you will get back to them upon review. Deliver on what you promised. Take it a step further – under promise and over deliver. Make sure you meet the deadline you suggested in the first place. Always go above and beyond to make sure you are over-delivering on their expectations. Just meeting their expectations doesn’t cut it anymore.
2. Be consistent. This means be consistent in everything you do – from your marketing to the way you answer emails. Again, this is based on creating expectations. People doing business with you get used to doing it a certain way. People don’t like change. If you are planning on improving anything, make sure to give people plenty of notice and allow them to opt out. An example is how Twitter and Facebook change their platforms. Twitter allows people to go back to the old version of the platform. Facebook makes the change whether you like it or not. People don’t like change. Be consistent and you have a better chance of making people happy. This doesn’t mean be consistent at under delivering, you will only create a complete failure.
3. Treat everyone with respect and give them special attention. Respect your customers and they will respect you back. People are all individuals an they deserve the utmost respect until proven otherwise. Everybody wants to feel special. You can make them feel special by finding out what they like and jotting it down in your computer. If you have some type of customer relationship program, record it there. Otherwise, attach it to their name somehow, electronically is the preferred method. Remember their birthdays. Remember little things they said in your every day conversation that could lead to a special recognition or gift. For example, if someone likes tea instead of coffee, get them a special tea set for the holidays with a hand written note from you. If you make them feel special, they will remember your business. Once they need your service, they will come back to you.
Happy people spread positive word of mouth – the most affordable marketing your small business can purchase.
Go ahead and make your promise. Just make sure you actually over deliver on it, be consistent and give them individual treatment.
What’s your best advice for small business owners?