Over the past couple of days, we have been blogging about the concept of happy customers. More specifically, we have been focusing on the ways in which business owners can make their customers happy. At the end of the day, this should be the mission of every entrepreneur out there. No matter what you sell, your job is to make your customers fall in love.
Our blogs have been examining suggestions made by Brian Honigman on Kissmetrics.com. Relationship-building is a theme throughout his tips. In today’s blog, we’ll conclude our look at his suggestions. As a business owner, implementing these tips will be necessary to help grow your client base. In other words, the more smiles you make, the better business will be. And how can you achieve that?
Follow Through on Your Word – Follow Up on Promises. “Your word is your bond,” insists Honigman. One way to truly disappoint a customer is to not follow through on a promise that you’ve made. How do you expect to build trust if your customers can’t depend on you? Being caught in a lie or not following through on a guarantee is a surefire way to lose business.
“Following up on your promises helps show the transparency of your business, while helping to build a feeling of trust and dependability with your audience,” he writes, “Manage the expectations of your customers to ensure realistic goals are set and can be met. By remaining consistent in your messaging, your customers will learn what they should expect from you in the future.”
Recognize Responsibility – The Customer is Always Right. For some business owners, this is a hard pill to swallow. Nevertheless, Honigman insists that “no matter the circumstance, the customer is always right.” The best way to communicate this is to create a customer policy that puts your buyers in the driver’s seat. Keep in mind that your mission is making them happy. Your rules should all focus on doing just that.
One of the most important ways to pull this off is to have a defined way to deal with unsatisfied customers. In many instances, you may have to go over and beyond the call of duty. Sometimes, simply apologizing isn’t enough. Does your customer deserve something for free? Are you willing to waive shipping charges? Can you reimburse them fully? Be sure to make your policy clear.
Always Say “Thank You” – Kindness and Gratitude will Take You Far. How hard is it to give thanks? You’d be surprised how many entrepreneurs forget about this simple and appropriate courtesy. Honigman reveals that as many as three out of four customers will stick with a company based on a good experience. Clearly, it’s important for your customers to enjoy the time spent shopping at your place of business.
Writes Honigman, “Kindness and gratitude for a customer’s business is an undeniable way to further enchant them for the long term. Craft every thank you sent out from your company to be specific to the customer, relevancy is key. Be as appreciative as possible to your customers for taking the time to go through the process of resolving their issue. Finally, follow up with a good old fashioned ‘Thank you.’”