The No.1 customer service rule
In 2016, for your business and the legacy of your business, make communicating to your customers the number one rule in your company.
That means, using the internet to find those who are both satisfied and dissatisfied with your service.
It seems like a time consuming task given the myriad demands running a business places on those in charge. Still, without customers, you have no business.
Understand this: Economists in South Africa have already predicted dire times ahead. That means a lot more businesses are going to be closing this year as their customers adopt austery measures to survive.
Talking to your customers ensures that you place yourself in their good books. The most loyal customers are those who feel properly taken care off with every experience they share with you.
Dissecting the mindset of your customers when it comes to your business is the key to longevity. You've heard the phrase data mining? Your customers opinion of you from moment of contact to minute of departure and beyond, holds the treasure to keep your business ticking over, especially as the economy slows. In fact, from your customers' behaviour, you can predict where the country's economy is heading and you can make provision for sluggish spend.
Firstly, have a questionnaire developed. Anyone who interacts with your customers should either hand it to them to fill in immediately (it shouldn't be too long) or should memorise the questions to ask in person as part of a conversation. Note the answers and create a graph that shows your strengths and weaknesses.
Secondly, trawl the internet for people who are talking about you. Reach out to them and where possible, offer them another shot at your establishment -- even if their initial comments about you were positive.
A great tip is to invite them and a few friends over again. Let your customer know that you'll be treating them so something for free. If you own a car dealership, for example, offer something like a free vehicle assessment. While you converse with you crowd with your memorised questionnaire, you're data mining and escorting them around your showroom. If you own a restaurant, offer your guests a free drink or cocktail or even starter. They may order mains and dessert and you which is a direct benefit to you. Aside from data mining both a return customer and a new one in one group, you know also have new guests who've experienced your eatery.
Thirdly, actually show how a suggestion or criticism has been received. Nothing wins a nod of approval more than when an establishment shows humility and a desire to be excellent. Gone are the days when a business can get away with, "Thanks for your feedback. We have taken it into consideration." As was the case with Bic pens last year, this type of response was met with a consumer basically showing that they repeated the mistake they said they wouldn't hree years prior. Here's a cold truth. Customer engagement drops drastically when companies don't take criticism seriously.
Ultimately, every business owner knows the strain of keeping every aspect in check. The best business owners outsource what they cannot do well to those who can. If cheery words aren't your think and you aren't capable of being patient with complainers, designate the task to someone who is. As we always say, use OUR words.
Found these three quick tips easy to understand? Contact Modern South African today for customer care packages that start from as little as R275 per day. For that price, you wouldn't even be able to hire a person to do what we can.
Customer care is a specialist field, requiring knowledge of consumer psychology and behaviour. Benita is waiting for your call on 076-394-4923.