Anyone who runs a business will know that, despite it being a well-worn saying, the customer isn’t always right, but as a business, especially if you’re a start-up, it usually pays to behave as though they are, nevertheless. This is easy when you’re new to the business world, and you don’t have many customers, so you can be really attentive without even trying, but as soon as things start to pick up and you have an ever-growing number of clients to deal with, giving your customers exactly what they want, when they want it can start to get tough.
Thankfully, despite it getting tougher, it is still something that is very achievable in the vast majority of cases. Just take a look at these simple steps to help you give your customers and clients the best possible service and show them that, in your business at least, the customer is always right:
Ask Them What They Want
Asking your customers what they actually want from your business, whether directly or via market research, is obviously the place to start if you want to show the customer they’re always right. If you do things one way, but they think it should be done another, you can only make changes if you know about it first.
Set Out a Clear Customer Service Policy
Really, this is something that you should do from day one. If your company has a clear customer service policy, and each and every one of your employees is made are of it and how it should be adhered to at all times as far as humanly possible (there are always those tough cases when it isn’t), it’s going to be much easier for your employees to do what you need them to in order to keep your customers happy, and much more likely that they will actually do so.
Things that might be included in your customer service policy could be the ability to give a 15 percent discount to an unhappy customer at their discretion or being able to replace a faulty product on the spot. Giving your employees the power to do these things means that they can act to solve a problem immediately, creating a positive impression of your company in the customer’s mind.
Train Your Employees
It’s also important that you train your employees in customer service with the help of a company like Moran Consulting Inc. Despite their best efforts, if they don’t know how to behave around customers and what to do when a difficult situation arises, there’s a good chance they’ll get it wrong, and no one will be happy.
Of course, it’s also very important that you look after your staff and reward them for a job well done, which is why you should never forget to put measures in place to pat them on the back for a job well done when it comes to dealing with customers well.
Have Strong Contracts in Place
If you plan to outsource any aspect of your business, then it is important that you ensure THEY are also able to deliver for your customers. You can do this by creating watertight contracts that lay out exactly what they must do, and by using Third Party Risk Management by Symfact to keep track or any possible risks that might hit your business, and its ability to please your customers, so that you can take evasive action.
Only Promise What You Can Deliver
No business, big or small, should ever promise the customer more than they can reasonably expect to deliver. You shouldn’t, for example, tell a customer that you can have their goods packaged and shipped within 24 hours if you’re not even sure it’s in stock – that will just create a problem! So, try to offer your customers something spectacular, but always ensure that is something spectacular that you can achieve.
The business world can be a bit cold and corporate sometimes, and this does nothing for customer relations. It’s always better to be genuine with your customers and genuinely interested in them. That way, you can build very real bonds with them, get to know a bit more about their likes and dislikes and give them a better experience whenever they do have interactions with you.
Sometimes, a customer will come to you with a complaint that you know is unfair or even untrue, most of the time, the best way to deal with these situations is by compromising. They know they’re right and you know you’re right, so fighting it out would be pointless, and you’ll look a lot better, and make the customer feel a whole lot happier with your company if you come to a compromise that you can both live with without all of the unnecessary arguing back and forth.
If you can do these very simple things, you will have some of the happiest customers willing to sing your praises all over the place, and that’s something that money simply cannot buy.