When customers have a good service experience, they might tell one person. When they have a bad experience, they are more likely to share the story with everyone they know, and quite a few strangers as well. If you are a service provider, the best way to get an edge on your competition is to give customers and potential customers EXCEPTIONAL customer service. That means saying yes to going above and beyond, every time.
Here are some tips to help you stand out among your competitors by saying yes to great customer service:
Pick Up The Phone. While email and texting are convenient, one way to show clients you really care about their business is to give them a call. It’s an easy step, but many businesses have forgotten the value of building relationships through personal contact. Think about how much faster you can talk to someone, learn more about their needs, give an estimate, and schedule a meeting over the phone versus multiple emails back and forth. Person-to-person live contact is underestimated and is a great way to let customers know that you care. Pro tip: Even if you don’t reach them via phone, the fact that you called shows the other person they are important.
Follow Through. When someone contacts you, respond quickly! That’s easy if they call and you answer, but anything else requires a timely response. If you don’t reach them right away (see the phone call tip, above), leave a message and let them know when you will call again. Then put a reminder on your calendar to follow up. If you don’t get a return call or email, be proactive and keep following up with a sincere message to let them know you are checking in. People get busy and your follow-through shows that you go the extra mile to meet customer needs. Those extra steps will build valuable relationships with your customers.
UNDER-Promise. OVER-Deliver. If you promise a customer that their project will be completed in one month, finish in three weeks. If your estimate is $5,000, try to complete the project for less. These winning moments will resonate not only with your customer, but also in the way that person talks to others about your services and integrity. They are much more likely to tell others about how they were treated when you over-deliver.
Don’t Worry, Be HAPPY. The impact of a smile and a warm greeting is priceless. Strive to be happy when you answer the phone, give estimates, talk to your clients, and close a sale – your customers will have a better experience, and you will, too! It’s far better to let a call go to voicemail than to answer when you can’t give the customer or prospective customer your full attention, and sincere appreciation for their call.
Be Available. Double-check that your company’s contact information is easy to see and available in multiple places. When a customer contacts you, if you are unavailable at that moment, make it a priority to get back to them before the close of business the SAME day.
It doesn’t matter what type of product or service you offer, these tips serve your reputation and the customer experience. Extra attention to customer service pays off in future repeat business and referrals.
