1. The First Impression Is Key
You will never have a second chance to make a good first impression. So from the beginning, focus on satisfying the customer's wishes and don't just focus on presenting an offer. If your start is weak, the end will be the same. Take advantage of the first meeting so that your consumers are convinced - through a good deal - that you are their best option and, of course, that they are also important to you. Otherwise, you will have to work a lot later to change a bad first impression.2. Make A Plan To Win Clients
Planning the actions you will take will give you great advantages to offer an excellent service. Create a general plan before dealing with new clients and a special one for your main accounts. Outline each of your prospects based on general data and specific needs that you observe. The purpose is to develop specific actions aimed at filling these gaps. Remember that the plan is only a starting point that must be adapted according to the case, as each client is different.3. Listen First And Anticipate
Once you have made a plan, the second step is called "anticipate." How to do it? Allow the client to explain in detail what they want. Sometimes words are not a sufficient resource to express what we really feel, so it also takes into account the expressions of the face and gestures.When it is your turn to speak, use all the information you captured to present the characteristics of your product or service as the exact solution to the demands made. Karl Albrecht, management specialist and pioneer of the new service economy, explains in his book All Power to the Customer that "excellence in service is only possible when the satisfaction of customer expectations has been exceeded". Conclusion: anticipate and go further.
The location is a fundamental point for customers to enjoy going to your business with pleasure and without complications. Take into account the communication channels to reach your premises and the type of area, that is, that it is not too conflictive, dangerous or difficult to access. Also consider having your own parking as a priority or make an alliance with a nearby one and offer a special rate for your buyers. It would be useless if your store design is spectacular and that you have the best products at competitive prices if you cannot get people to reach you without major obstacles.
A serious mistake is to think that customer service is a standardized activity and that the same tactics will work to meet everyone's expectations. People are unique and special. Put yourself in the other party's shoes and ask yourself the following question: How would I like to be treated: good or bad? So offer a deal, at least, good. Better yet, excellent. Start with a general plan of care and, as the case may be, design specific strategies to create a "different" experience for each client.
The secret is to ask the right questions at the beginning and end of the conversation you have with a client. Thank him for the time he has given you and then ask: "Just out of curiosity, why did you accept this appointment?" Most will tell you about experiences with different products and companies. Just focus on listening. This fact will show that, on the one hand, you have an interest, while you will obtain valuable information and the communication channel will be open for when your opportunity to present your proposals is.
4. Choose A Good Place For Your Business
The location is a fundamental point for customers to enjoy going to your business with pleasure and without complications. Take into account the communication channels to reach your premises and the type of area, that is, that it is not too conflictive, dangerous or difficult to access. Also consider having your own parking as a priority or make an alliance with a nearby one and offer a special rate for your buyers. It would be useless if your store design is spectacular and that you have the best products at competitive prices if you cannot get people to reach you without major obstacles.5. Study Your Market
Invest time to be an expert knowledgeable of your market. Attend trade shows and events that your consumers consider important. There you can live closely with them. Also take the opportunity both to observe what your competition is doing and to detect what type of products and services are most in demand. Another option is to stay up-to-date on market trends through specialized publications and by getting involved and participating in chambers and union organizations.
6. Put Yourself In Your Client's Shoes
A serious mistake is to think that customer service is a standardized activity and that the same tactics will work to meet everyone's expectations. People are unique and special. Put yourself in the other party's shoes and ask yourself the following question: How would I like to be treated: good or bad? So offer a deal, at least, good. Better yet, excellent. Start with a general plan of care and, as the case may be, design specific strategies to create a "different" experience for each client.
7. How To Start With The Right Foot?
The secret is to ask the right questions at the beginning and end of the conversation you have with a client. Thank him for the time he has given you and then ask: "Just out of curiosity, why did you accept this appointment?" Most will tell you about experiences with different products and companies. Just focus on listening. This fact will show that, on the one hand, you have an interest, while you will obtain valuable information and the communication channel will be open for when your opportunity to present your proposals is.8. Ask Correct Questions
A common mistake is to question customers incisively. For example: What objectives would you like to achieve in your company? Even if you get an answer, it may not be entirely true. Another mistake is asking: are you satisfied with the sales of your business? The answer will be "yes" or "no", ending with the conversation. Instead, consider this position: "Based on your experience, what tools, allies, or resources do you need to increase your sales?" The question is direct and leaves the answer "open", inviting the consumer to share everything they have in mind.Anticipate these situations and prepare before an appointment. The client will feel that he is in front of an expert capable of offering an excellent service.
When a person purchases a product or service, they are actually buying emotions. If we all have five senses, cause your consumers to experiment with each of them. For example, going to the cinema is not limited to watching a movie, but to a moment of entertainment that is accompanied by images, sounds, food and drinks. "Quality" is what you must give the customer. "Service" is the way you are going to give it to them. You choose how: delivery of a pizza in less than 30 minutes; a courier service in just 24 hours; if there is no business for you, we will refund your money, etc.
Who does not love receiving something that surprises him. So details make all the difference. The strategy is simple: observe very well what your client likes and what bothers you, identify these elements and use them to your advantage to cause him great emotion. It is not a question of giving him a gift, but of knowing what are the things he most appreciates of your offer. Keep a timely record of your consumption and detect your tastes and then, before requesting, show you the options that you surely have in mind. Creativity will be your best ally.
Once you have identified who your ideal customer is, the question is: how to start a relationship with him? A good alternative is to ask him what the most difficult problem he faces is that no one else has solved. Present him a concrete solution accompanied by an action plan. So the prospect will think, "Wow, if (he or she) can handle a difficult task, imagine what it will do in other areas." This opportunity will allow you to create a solid foundation for thinking about a long-term relationship.
If you have a restaurant, put yourself in the customer's place and reflect on the following: would you like the chef to come to your table to ask if you liked the food he prepared? Most likely, yes. These kinds of details are unforgettable for consumers, so keep an eye on them. The advice is that you treat your clients like friends who decided to visit you. Do not disappoint and create a perfect atmosphere full of details. In the end, they will be so pleased that they will return soon in search of an equal or better experience. Prepare and receive them as they deserve.
When a consumer goes to a certain establishment or contracts the services of a person, in reality what he seeks is to make contact with someone who speaks the same language. A common mistake professionals make is that they explain things using technical terms that most don't know. This makes the client feel uncomfortable because he does not understand what the proposed solution consists of. The advice here is to present specific solutions and, above all, what is the purpose of each one. If what you offer is a product, the essential thing is to describe its advantages and how these will solve the problem that the consumer poses.
9. What Is a Customer Looking For?
When a person purchases a product or service, they are actually buying emotions. If we all have five senses, cause your consumers to experiment with each of them. For example, going to the cinema is not limited to watching a movie, but to a moment of entertainment that is accompanied by images, sounds, food and drinks. "Quality" is what you must give the customer. "Service" is the way you are going to give it to them. You choose how: delivery of a pizza in less than 30 minutes; a courier service in just 24 hours; if there is no business for you, we will refund your money, etc.10. Show Why You Are The Best Option
When you're in charge of the first task your client has entrusted to you, don't forget to provide updated information on your progress. Share all the results - good and bad - and solve the problems that arise together. Demonstrate, at all times, that you are doing your best and working to achieve mutual benefit. If you succeed, you will not only build a good relationship, but also create a feeling of satisfaction in your consumer, which will help you improve the chances of winning that account and many more.
11. Focus On The Details
Who does not love receiving something that surprises him. So details make all the difference. The strategy is simple: observe very well what your client likes and what bothers you, identify these elements and use them to your advantage to cause him great emotion. It is not a question of giving him a gift, but of knowing what are the things he most appreciates of your offer. Keep a timely record of your consumption and detect your tastes and then, before requesting, show you the options that you surely have in mind. Creativity will be your best ally.
12. Solve The Most Difficult Problem
Once you have identified who your ideal customer is, the question is: how to start a relationship with him? A good alternative is to ask him what the most difficult problem he faces is that no one else has solved. Present him a concrete solution accompanied by an action plan. So the prospect will think, "Wow, if (he or she) can handle a difficult task, imagine what it will do in other areas." This opportunity will allow you to create a solid foundation for thinking about a long-term relationship.13. Have The Client "Test" Your Work
Offering a "sample" of your work is a fairly effective marketing tool to win new clients and is as accurate as doing an advertising campaign. It is an excellent opportunity for the consumer to get to know your proposals and, mainly, to know how you carry them out. But don't confuse this strategy with "working for nothing." What is the difference? At the end of the "trial" period, put the matter on the table and make sure the customer offers more than gratitude. Calculate the amount of your fees so that if he makes a proposal to you, you are ready to negotiate a fair deal for both parties. This will be just the beginning of a long relationship.14. Create Expectations And Go Further
Delivering on what is promised is the least you have to do to make your customers feel satisfied with your service. The ideal is to provoke the "wow" effect, that is to say, surprise them with a higher level of attention than they expected or surpassing the experiences lived until then. To achieve this, you must know perfectly who is your client? Meet with your staff and exchange information about the profile of each of the buyers. Important: any time is good to generate the surprise factor. You decide when and how to provoke it.15. It Offers a Whole Experience
The difference between offering a service and an experience is this: a service can become a "stiff argument" where phrases like "I hope I come back soon" are repeated. Instead, an experience includes sensory marketing. This means managing colors, lights, aromas, etc. Integrate all these sensations to your offer, in such a way that they conquer the senses of your consumers. The goal is to provoke in them a reaction similar to: "What a pleasant experience! I will be back soon to live it again."
16. Be The Perfect Host
If you have a restaurant, put yourself in the customer's place and reflect on the following: would you like the chef to come to your table to ask if you liked the food he prepared? Most likely, yes. These kinds of details are unforgettable for consumers, so keep an eye on them. The advice is that you treat your clients like friends who decided to visit you. Do not disappoint and create a perfect atmosphere full of details. In the end, they will be so pleased that they will return soon in search of an equal or better experience. Prepare and receive them as they deserve.17. Earn Customer Trust
Studies show that most managers base their final decision on "who they buy from" rather than "what they buy." The way you introduce yourself and the questions you ask will reveal who you are, how you think, and most importantly, create something invaluable: trust. A smile is not enough. The consumer is fed up with companies that tell you "we have everything you need", but that in the end does not deliver the product on time, nor does it respect the agreed price. So, to earn the client's trust, you will need, more than a smile, to keep your word. To do this, do not neglect your consumer for a moment, spend time and keep them informed.
18. Speak The Client's Language
When a consumer goes to a certain establishment or contracts the services of a person, in reality what he seeks is to make contact with someone who speaks the same language. A common mistake professionals make is that they explain things using technical terms that most don't know. This makes the client feel uncomfortable because he does not understand what the proposed solution consists of. The advice here is to present specific solutions and, above all, what is the purpose of each one. If what you offer is a product, the essential thing is to describe its advantages and how these will solve the problem that the consumer poses.19. Never Let Him Go Mad
In the business world there is a saying that "a happy customer will tell one or two people, and an unhappy customer will tell 10 people." For example, when you face an angry customer about a fault in the item they purchased, appeal to service as the best reconciliation alternative. Give him an opportunity to express his discomfort, show concern for helping him have a hard time, and offer him immediate solutions such as product replacement or a discount on his next purchase. If it was a fault on the part of the staff, evaluate the situation and apply measures so that it does not recur.20. Keep The Communication Channel Open
Step-by-step communication and follow-up are the basic rules to guarantee a long-term relationship. Many think that the attention and the service end when the consumer withdraws with the product or service he wanted. Serious mistake. Knowing your opinion, level of satisfaction and perspectives is essential to offer you exactly what you need. First of all, let the customer know that their opinion about your business is important to you.Place a suggestion box, a direct service telephone number and send opinion polls - via email. This information will be the starting point for making decisions aimed at improving your service every day.
Experts recommend not relying on just two or three customers to generate the highest sales volume. But it is also a fact that the main accounts grow at a faster rate than the others. What to do? Instead of reducing the concentration of your businesses, a good alternative is to provide additional services that complement your original activity. Show him that you really care about him and that it's not just about doing business. Therefore, diversify your offer with the aim of being the strategic ally that your consumers seek to carry out different tasks. In this way, you will create a solid barrier against your competitors.
Have you ever called your customers to ask if they are satisfied with the product or service they purchased? Carrying out this action is essential before going to the next level, that is, thoroughly investigating who is the person or company that came to you in search of a solution. Find out what he does, what resources he needs to improve his job performance, and who the people around him are. If you sell computers, ask your customer, first, if they are comfortable with their purchase; Later, he inquires if he is interested in acquiring other equipment, perhaps for a family member or a special model as a working tool.
The personnel selection process is one of the fundamental points to create an excellent service. Therefore, it recruits people committed to this goal. This implies a strict selection process to discover the capabilities of your collaborators and focus them on customer service. Take on the role of leader of your team and become an example for others. As your allies, allow them to actively participate not only by dispatching merchandise, but also by contributing new ideas and, above all, implementing them.
The rules for promoting a change in staff behavior and conducting business procedures need to come from employees. They will easily adopt the policies only if they believe in them. Invite them to contribute ideas, since they are the ones in the "line of fire", living day-to-day with customers and listening to their comments. Together, make a selection of the best contributions and put them into practice immediately.
Mystery Shopping is one of the most effective methods to measure and increase the satisfaction and loyalty of your client. Hire an expert company to send "mystery shoppers" to your business with two goals: to live the experience as a consumer and to make sure that the customer receives good care. Although you will notify your employees in advance of these evaluation visits, they will not know the day, time and person. From the information generated with this exercise - carried out once a week or fortnight - you will take two types of actions:
1) If you verify that the staff performs satisfactorily, you will make a public recognition and reward your collaborators.
2) But whoever is caught in a negative attitude towards the client, the consequences could range from a serious wake-up call to dismissal.
Win more clients "online"
It is not enough to display contact details on your website if you do not give a quick response. Install an automatic email generator that indicates to your buyers, once they make a purchase order, that their request was successfully received. Make alliances with various courier companies and offer a wide range of shipping options. Every day send an email to your customer to inform them about the progress of their order. In case of any delay, report it and explain the causes. Honesty is one of the golden rules in customer service.
A study by the Pelorus Group showed that 42% of commercial websites take at least five days to answer the questions that their customers send. Create a "Frequently Asked Questions" section (FAQ) within your main menu. It also includes an email address that will serve as a link between your visitors and your business. Constantly check the inbox and respond as soon as possible to all queries you receive.
21. Cultivate The Relationship With Your Clients
More than looking for new accounts, take care of the relationship with your current consumers. The urge to increase the customer base will prevent you from dealing with those who already trust your business. Therefore, keep in permanent contact with them to listen to their comments and clarify their doubts. Thus, you will become not only a supplier of products and services, but also a consultant specialized in detecting and solving the needs of their buyers. The result: 100% satisfied customers who are willing to repeat the shopping experience they have lived or refer you to their acquaintances.
22. Add Value To Your Offer
Experts recommend not relying on just two or three customers to generate the highest sales volume. But it is also a fact that the main accounts grow at a faster rate than the others. What to do? Instead of reducing the concentration of your businesses, a good alternative is to provide additional services that complement your original activity. Show him that you really care about him and that it's not just about doing business. Therefore, diversify your offer with the aim of being the strategic ally that your consumers seek to carry out different tasks. In this way, you will create a solid barrier against your competitors.23. Personalize, Personalize, Personalize
Notice: the customer is no longer a number. Now the first requirement is to call him by name and know him thoroughly. Each person is different and loves individual treatment. So get ready to offer tailor-made experiences. Examine their consumption habits, ask them why they like a certain product or service and if they agree with the price. Integrate this information in a database and do not lose sight of it to provide you with a totally personalized treatment, taking care of the details to the maximum and anticipating your wishes.24. Create a Personal Bond
Doing business is not everything. Learn to see your customers not only as a source of income for your company, but as a fundamental part of it. How to create a personal bond with your prospects and consumers? Live with them in a less formal and more relaxed environment. Invite them to breakfast or a sporting event. The objective is to talk about different topics and, at the same time, get to know each other better. During these talks, pay attention to the details, since it is privileged information and then make interesting proposals.25. Innovate Your Service Constantly
Everything is capable of improvement. So, use your knowledge and imagination to find, day by day, how to improve customer service. There are countless elements that, at first glance, seem unimportant and that are actually key to creating a different experience. It offers complementary services that are simple but have a great impact on consumers. For example: gift wrapping at no extra cost, personalized advice to buy technological items, etc.
26. Investigate And You Will Win
Have you ever called your customers to ask if they are satisfied with the product or service they purchased? Carrying out this action is essential before going to the next level, that is, thoroughly investigating who is the person or company that came to you in search of a solution. Find out what he does, what resources he needs to improve his job performance, and who the people around him are. If you sell computers, ask your customer, first, if they are comfortable with their purchase; Later, he inquires if he is interested in acquiring other equipment, perhaps for a family member or a special model as a working tool.27. The Experience Ends When The Client Returns
What interests you most about a client? Answer: earn your trust so that he comes back again and again. Make no mistake, the relationship between the supplier and the consumer does not end when the latter leaves a store with a product in hand, but when - convinced by the attention he received - he returns to repeat the shopping experience. Always give your client something else, a characteristic touch of your business, which he cannot remove from his mind until he finds himself again. Encourage him to come back with promotions over the phone or online.28. Put Your Service Policy In Writing
Create policies aimed at offering an excellent service and put them in writing. The goal is to create a guiding principle that guides employees. The rules of the game are summarized in the following sentence: "the customer is always right". But the most important thing is to put these policies into practice. As an entrepreneur you must be the first to implement them so that, in response, your staff does so without hesitation.
29. Don't Hire Employees, Look For Allies
The personnel selection process is one of the fundamental points to create an excellent service. Therefore, it recruits people committed to this goal. This implies a strict selection process to discover the capabilities of your collaborators and focus them on customer service. Take on the role of leader of your team and become an example for others. As your allies, allow them to actively participate not only by dispatching merchandise, but also by contributing new ideas and, above all, implementing them.
30. Invite Your Employees To Contribute Ideas
The rules for promoting a change in staff behavior and conducting business procedures need to come from employees. They will easily adopt the policies only if they believe in them. Invite them to contribute ideas, since they are the ones in the "line of fire", living day-to-day with customers and listening to their comments. Together, make a selection of the best contributions and put them into practice immediately.31. Carry Out The Suggested Purposes
Choose one of the ideas contributed by the staff and help unconditionally to carry it out. Remove all obstacles to make the implementation a success. If this new idea collides with an already established policy or procedure, do your best to make the change easy. With this, your collaborators will see that their opinion is important to you and that you appreciate their interest in providing a first-class service.32. Use The Consumer's Opinion In Your Favor
All the actions you take will have the customer's opinion as a starting point. Both you and your collaborators should be alert to any comment, good or bad, issued by consumers. He uses various methods to gather information, especially the most powerful of all: a face-to-face conversation. The next step is to evaluate these opinions and make the appropriate changes so that the client notices that their suggestions were not only listened to, but were the basis for improving the service.33. Motivate Your Staff
An effective way to motivate your collaborators is through the effect caused by the positive comments provided by customers. For example, if an employee proposes to place seats for older adults to rest in line, and one of the consumers asks whose idea it was, immediately call the employee to receive the opinion directly. This fact will motivate your staff to continue contributing ideas and carry them out as well.
34. Evaluate The Performance Of Your Collaborators
Mystery Shopping is one of the most effective methods to measure and increase the satisfaction and loyalty of your client. Hire an expert company to send "mystery shoppers" to your business with two goals: to live the experience as a consumer and to make sure that the customer receives good care. Although you will notify your employees in advance of these evaluation visits, they will not know the day, time and person. From the information generated with this exercise - carried out once a week or fortnight - you will take two types of actions:1) If you verify that the staff performs satisfactorily, you will make a public recognition and reward your collaborators.
2) But whoever is caught in a negative attitude towards the client, the consequences could range from a serious wake-up call to dismissal.
Win more clients "online"
