How To Improve Customer Service In Your Business
As any entrepreneur should know, customers are what keep your small business afloat. This makes the question of how to improve customer service a common one as entrepreneurs grow their business. In fact, they’re the very reason that it exists. After all, if you didn’t have anyone to sell your product or service to, then you simply wouldn’t have created it in the first place.
If you want to keep people spending in your business, then you need to know how to keep them happy. Customer service is a very big part of this. With that in mind, here are six ways to improve your customer service.
How To Improve Customer Service: Know Who They Are
Unless you know who your customers are, you will always be guessing what it is that they want, which is never a good idea. This can lead to wasted money and time, as well as alienate those that would actually shop with you.
For this reason, you should take the time to research and examine the characteristics of your target market. This allows you to adjust your service to them.
On top of this, the more you understand and know your niche the more you can cater your content to serve their needs. When you lead with value that serves your audience and potential customers it works to attract them to your content and offers.
This is really the foundation of attraction marketing. When you know your niche you can focus on targeting the right people. Too many marketers struggle because they are trying to market to everyone, rather than their ideal customer.
You should also check out my Free Attraction Marketing Secrets Ebook below to learn more about attracting your ideal customer to your business.
Personalize The Customer Experience As A Way How To Improve Customer Service
You may come into contact with hundreds or thousands of people every day, but that doesn’t mean that you should treat them as faceless and nameless consumers.
To show that you really care, you should personalize the customer experience to individuals. There are many ways you can go about this, including adding names to emails and offering special deals for birthdays.
Another great way to engage your customers and personalize their experience is through doing Facebook live videos. This is a great way to provide value and also give that personal touch to interactions with your customers and audience.
When you are on a Facebook Live it is practically the closest thing to being with a person. You can call out your viewers by name, and give shout outs to those who comment on your live videos.
People love doing business with people, not just faceless companies, so this Facebook live strategy can really increase the engagement and help you personalize the customer experience.
If you’d like to learn more about growing your business with Facebook live, check out this free training.
Hire The Right Employees
With so much to deal with each day, delegating work to employees is just part of being a business owner. However, when the tasks that you assign are customer-facing and service-related, you need to ensure that you have the right people for the job.
To avoid any bad hires, you should improve your hiring process and remember to check the references of every interviewee. Focus on building a team that has a service first mindset.
This is especially important in the sales area of your business. Too many time’s salespeople have the mindset of how can I sell this person rather than how can I help this person.
When you make the shift to helping your potential customers, vs trying to sell them, you will actually increase sales. Trying too hard and being pushy actually pushes people away from your business.
Build your team and hire employees that are focused on service first and watch your customer base grow!
Ask For Customer Feedback
Consumers have a lot to say, most of which can help you to improve business processes and customer service. For this reason, you should get into the habit of asking your customers for their feedback.
You can do so through emails, social media, or PeoplePulse survey software. You should also speak to your customer-facing staff to see if they have any useful suggestions.
If you knew exactly what your customers wanted and then give it to them, this is one of the best ways to grow your business. Finding out customer feedback on why they bought or why they didn’t is a very powerful way to improve your marketing.
A cool site to be able to create customer questionnaires is with Jotform.com. This can also be a great way to pre-qualify your leads.
One reason a lot of people struggle in their business is that they spend way too much time with the wrong people. This means that you are trying to convince people that aren’t interested in buying your products that they need to buy your products.
Instead, you should be focused on those who are already interested and open to your products and showing them the value of getting them. Using customer surveys can be a great way to utilize this more effective marketing strategy.
Always Have Help Available
When customers have questions or feedback to offer, it’s imperative that they can contact you right away. If getting in touch is difficult, then they’ll assume that you don’t care about what they have to say.
Because of this, you should make sure that you have several ways for customers to contact you. You can also help them to help themselves, by creating a FAQs page on your site.
Another version of this that can work well is creating a video series explaining common questions or issues your customers may run into. This is especially important when you are building a business with new team members continually coming on.
The last thing you want to have happen is spending all day long answering simple questions of your customers and potential customers. You also don’t want to have to hire someone to do this either.
By making a renewable resource of a video walkthrough for common questions, you can spend your time once making the videos but then use them repeatedly forever.
This is a huge time saver and it can allow you to focus on more valuable income producing tasks that make an impact on the bottom line of your business.
Go The Extra Mile
When you go the extra mile for a customer and do more than what they expected from you, it turns an ordinary shopping experience into a positive and memorable one.
This makes it more likely that they’ll refer you to their family and friends. Because of this, you should always try to over-deliver on the promises that you make, without asking for anything in return.
A way of doing this could be to include extra bonuses for people who buy from you. You can deliver these as known bonuses or even surprise bonuses as well.
A surprise gift or even thank you card can go a long way to improve your customer experience and can keep them around as long term customers and increase the likelihood someone will refer your business as well!
Customers are the backbone of a successful business, so keep yours happy by improving your customer service.
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