ReeHart – Blogging from the Heart

Posts Tagged ‘customer service’

It’s always easier to sell to an existing customer than to a new one.  For this reason, owners of small businesses constantly look for ways to keep their customers happy.  Regardless of what you sell, there are a lot of ways you can maintain a loyal customer base.  Here are some tips:

Stay Professional by Keeping Your Training Up to Date 

Keep up to date on the news and innovations that affect your industry.  It’s critical for your customers to think of you as an expert in your industry.  Since information is so readily available on the Internet, customers are becoming more and more knowledgeable every day.  It would not be good for your customer to know more than you do about something you are supposed to be an expert at.  That is why it is so important for you to commit to ongoing training and doing what you need to do to stay up to date with your industry.  Your customers will reward you for your commitment to constant growth. 

Resolve Customer Problems Quickly 

It is rare that you will hear about a customer problem up front, so you need to use your intuition in many cases.  You could learn a lot by asking your customers periodically how their experience with your and your company has been and request suggestions for improvement that might make their situation even more enjoyable. 

Most important, when you hear of a problem never give in to the SODDI defense (some other dude did it).  It’s your business, so everything that goes wrong is your fault – take the blame with grace.  Then, take action to fix it fast.  Customers are more used to excuses than fast action so your commitment will be noticed.  Instead of the error being foremost in their minds, the amiable resolution will keep them returning as repeat customers.  In fact, you may find that some of your biggest “problem” customers will end up being your best referral source. 

Help Your Customer Recall the Reasons They Picked You 

Don’t be timid: it is critical that your customer is reminded of the advantages of choosing you over your competition, and you should praise them for their wise choice in you.  There isn’t a person alive who doesn’t like to be praised, and its the perfect opportunity to help them recall your competitive advantages at the same time. 

The ultimate goal when creating loyal customers is to give them service that is so good, everyone else pales in comparison.  Provide outstanding service to your customers day after day, and they will expect it as a matter of course.  That’s a loyal customer. 

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