Do you know who the most important people to your business are? The answer is your customers! This is one of the cornerstones of what we teach at Emerge Sales Training in our courses: that our customers are always first. This means that their needs and wants should be as important to US as they are to THEM.
So today I want to talk about why the service you provide is more important than the product you sell and some things you can do to make sure your customers not only have what they need and wants, but keep coming back hungry for more!
So what exactly is customer service? Customer Service is the support you offer your customers and ensures they have an easy and enjoyable experience with you- before, during, and after they buy. And today’s customer service goes far beyond just a 1-800 hotline. It’s provided through the internet, email, text message, even social media. And it’s more than just giving answers or fixing mistakes.
In the past, people choose who they did business with based on price, or the quality of the product or service. Today it’s more about the overall experience and how you make your customer feel that makes the difference between a one time sale and customers for life.
Afterall, as consumers, we live in a world filled with choices. Take toilet paper for example… why is it that we need an entire aisle dedicated to something that isn’t really that complicated? We all know what it’s for and what it’s supposed to do, so why is it that you buy the one with the baby on the front, or the quilted version; perhaps you’re the type that likes the mega roll although I don’t know how you fit it onto the dispenser.
Anyway, the point I’m getting at, is that if there are a sea of options when it comes to something as simple as toilet paper, that also means there’s probably something similar to the product or service you provide that your customers can buy from someone or somewhere else. So how do we provide memorable experiences and warm-fuzzy feelings that keep our customers coming back time and time again?
Here are 4 ingredients to the secret sauce to help you deliver the best customer service experience every time.
1) BE A GOOD LISTENER: The best way to really determine how to best serve your customer is by letting them tell you so stop talking and listen. Listen to what they’re saying, and also to what they might not be saying, and if you don’t understand or need more information, ask questions.
Taking time to truly understand their needs, concerns, or circumstances shows that you care and that you value their needs. Like Teddy Roosevelt said, “Nobody cares how much you know until they know how much you care.” So take the time to listen. The more you know about your customer, the better you’ll be able to serve them, and the more likely they’ll come back.
2) BE HONEST: Put yourself in the customer’s’ shoes. I’m sure you expect and want the truth, and I can assure you that your customers want the same thing, because no matter who you are, no one likes to be lied to.
So whether you don’t know the answer or perhaps you made a mistake, be upfront, open, and honest with you customer. This shows your integrity, helps to maintain mutual respect, and you’ll find that you will quickly earn their trust along with their commitment to your business.
3) BE A GOOD HUMAN: The fact that you are a real person always works in your favor. Sure we live in the 21st century, but let’s be honest, no one wants to talk to a robot. Who you are and your personality is what makes you different from all the rest and allows your customers to connect with you on a level that is beyond your product or service.
At the end of the day it’s how you make people feel that people remember most, so don’t be afraid to be yourself. While it’s important to make sure your customers trust you, its just as important for them to like you too!
4) BE SPEEDY: We live in a ON-DEMAND, Prime NOW, instant gratification kind of world and customers hate to wait. So act quickly. This doesn’t mean you need to be in constant firefighter mode; speed is important, but it’s never more important than your customers satisfaction.
Just be prompt to respond and prompt to act. Customers gain confidence when they know you are working to help them with what it is that they need and they’re more likely to keep coming back because they know you will be there.
I’ll be honest, I’ve made my fair share of mistakes and haven’t always done the best job in providing 4 star service, but I’ve learned there’s nothing that a little time and effort can’t fix when I make sure to use the secret sauce- to be a good listener, be honest, be a good human, and be speedy. I’d love to know which tip resonated with you most so feel free to send me an email at casha@emergesalestraining.com. Thanks so much for taking some time out of your day and I’ll see you next time!
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