Does your customer experience wow? For many companies, it is a fly by the seat of your pants approach. For others, it is a very detailed, customer first, approach. Most businesses think that their customer service is adequate. In today’s market that won’t cut it, you need to stand out, be better than the rest. A good experience or a fantastic experience will help create repeat business and generate referrals.
A couple of years ago, I bought a Hyundai from a local dealership. Throughout the course of the purchase and the years to come their customer service was bar none the best from any dealership. Here are the reasons why.
- I was treated like I was their only customer
- I was called to let me know when I was due for my next service/oil change and what was involved
- If there was a delay of any kind I was notified right away
- I was consulted before any work was done and educated on what had to be done and what could wait
- I was offered a free ride to and from the dealership, the staff was courteous and turn around was quick
- I received cards frequently from the sales person I purchased through
When it came time for my mother to buy a new car who do you think I recommended? The same dealership I went to of course and the same sales person. I would recommend them to anyone looking for a Hyundai.
On the flip side, I traded in my Hyundai and purchased a Jeep (long time dream of mine). I love my vehicle but have not been contacted once since my purchase to remind me of service appointments, oil changes, nothing. So, do you think I will recommend that dealer to anyone? Do you think I will go out of my way to give them business when I need to service my Jeep? Nope.
Here is yet another example of where a customer for life could have been made.
I took my Jeep to get new tires, two kept running flat due to nails. They ordered me new tires and told me they would be in by the end of the week. End of the week came, no call, I had to call them. No answer, no reply to my message. I waited a couple more days and called back. No answer. Finally, after a week and a half and a call to the manager, I got someone on the phone and they updated me and said the end of the month. Now you can imagine how irritated I was. Will I use them again? No.
It is imperative that you always provide top notch, customer service to every client. Not just the high paying ones! Bad reviews can cost you thousands. Here are several ways to ensure your clients are getting your best:
- Anticipate the client’s needs and remember that they are coming to you because you are the expert.
- Make their experience as easy as possible for them.
- Educate them in a way that empowers them as a consumer.
- Remind them of how much your business means to them.
- Set up systems to ensure no one falls through the cracks.
- Train your employees and ensure that everyone is on the same page, one weak link will cost you big money.
I am sure that you have had similar experiences. Learn from others mistakes and think about what you can do to wow your next client, spoil the ones you have and generate more money through great customer experiences. If you don’t know where to start, hire someone who can help you build a bulletproof plan to creating win-win partnerships for life.