Now more than ever businesses face extreme competition. With a simple internet search, the consumer is able to find mountains of potential brands that offer solutions to their problems.
So what makes the consumer choose between your business and another that offers similar services? Experience.
You see it in meticulously designed window displays. You smell it in the movie theatre’s aromatic scent of popcorn being puffed out into the lobby. You feel it in the warmth of the employee who greets you at the door. You taste it in the free samples of bread at the bakery. This is customer experience. These are the details that make your business stand above the rest. As a business owner, it is vital that your brand is committed to understanding what quality customer service looks like and how to maintain it.
What is quality customer service?
As more brands are catching on to the monetary power of a customer’s experience, a “satisfied” consumer isn’t going to cut it, the 21st-century purchaser expects more than that. They make purchases at the touch of a button, just like you, a consumer is aware there are other brands that offer similar services and can take their business elsewhere. Quality customer service delights, spoils and surpasses the consumer’s expectations. Make every effort to deliver genuine value, the customer will catch on to your authentic desire to help and trust you for future needs.
Above everything else, communicate to your client that you have their best interest at heart and as a result, their needs will be met. This is what differentiates you from your competition. At the end of the day, the consumer wants to know that you care more about finding the best possible solution that suits their need, than the final amount written on the check. You master customer service, you retain and build your customer base by word-of-mouth advertising.
How do I implement it?
Your client should feel like family. Take a car dealership for example. Almost all have us have experienced excellent AND teeth-gritting customer service when looking for a car.
You either walk in those doors and are greeted by a kind, patient sales rep who makes himself available whenever you are ready to ask questions, bombarded and bullied into buying the most expensive car there, or simply ignored and not taken seriously. Every business, depending on the goods and services it offers, will have a different method for implementing an excellent client experience. It is vital that you know the demographics in which the majority of your customers live. What are there needs? Where have they come from? What brought them to you? What makes them leave or stay? To determine the best methods of customer service, you need to do your homework and really analyze who the people are that you are serving. Send out surveys, organize focus groups, conduct interviews, and do whatever you can to receive the feedback you need to offer an optimized experience.
How do I maintain it?
Once you have wowed the consumer, you have made it past the difficult part. You will find that a truly delighted customer will be loyal to your business and advertise it by word of mouth to others, the kind of advertising you cannot pay for. With dynamite customer service, comes organic advertising, loyal clients, and a strong brand reputation.
See how everything seems to stem from quality service? Maintain the service standards you’ve found customers receive best and then work to challenge the standard by creating new ways to impress and serve them. Never settle.