Two important pre-reading notes: Before you choose to read or not read this article, make clear two things. Everyone has customers. Even if you work for a large department of internal employees, you have clients. They are the people you give the job to. Second, do not be discouraged by the word Customer. Maybe you call them Buyers, Students, Patients, or (heaven forbid!) Users.
If any of these words work best for you, read that word every time you read Customer. Now that I have removed your reasons for illiteracy, please continue. We can read more books and articles about Customer Service Strategies and how we can create processes that will help Customers more effectively.
All of these things are important, but if we focus all our attention on the processes, plans, strategies and processes we may lose track of the most important thing. Customers are human first. This means that each of your Customers, like everyone else, wants to feel valued. It is a fact - we all want that feeling, and we will draw on those who make us feel that way.
Tip:
Having customers who draw you in is a wonderful thing. Here are seven ways you, as an individual, no matter what business policies or systems, can make Customers feel most important, written from Customer perspective: Please use my name. I know I may have a Customer or registration number and may need to provide it to you. But I also know that once you put that number in the system, you know my name.
Use it. If I give you my credit card, now you know my name. Please use it. I want to be part of the "inner" crowd. That’s why I like to be invited to Flyer clubs, regular customer clubs and anything I offer discounts, special services, education or surprises. If you have this kind of club, invite me to join. If you do not have one yet, please consider starting it.
Ask for my advice. I have an opinion, and if I am asked in the right way, at the right time, when I know you really care about the answer, I will give you that advice. Ideas cards may be good, but I would like to be asked myself. Give me a chance to tell you what I think, and I will reward you for my extra business.
I rarely asked for my opinion, and it sounds fun. And who knows, you might even get a good idea of a new product or service. I agree. I know you are busy sometimes. I can see the line. Until I understand that your system may be down, or that you have five people on the phone line. I was there, working again. But if I call or pass, acknowledge that I am there and let me know that you are happy that I am in line.
A smile and a greeting, or "We'll be with you soon" will go a long way. Agree and I will understand. Ignore me, and then, how do you feel when you are ignored? I was shocked. Anything more about my order or handwritten note would be fine. Special discount “just because” or a free sample for dessert. It should not be a big deal, and it should not be.
When you find a great surprise, do you want to share it with others? Me too. Sorry. I hate it when people try to show that they were right, or do not mention the fact that the order arrived three days late, or the extra charge cannot be deducted, or the item is over. But again, I know things happen. If things go wrong, please apologize.
Here is a very funny thing. If you make a mistake, then apologize (maybe even a surprise of some kind) I will love you more than ever. Apologies and restoration of good service are so rare that you can take my dissatisfaction and turn it into honesty, if you will do this right. Listen. Most of all the other things I have told you require you to listen to them.
I can see if you really listen to me and that makes me feel very happy - because true listening is rare, sometimes even at home. Listen to my concerns. Listen to my ideas. Obey my command, that we may not be fools. If you really listen, you can’t believe how much that makes me feel so good.
We can all do many of these things each day. If we do, we will make our work more enjoyable, easier, and you will probably start building a loyal customer base sooner or later. And before you go, read these seven things again, with your client's voice in your head, as a reminder of how you can make each Customer feel special.
Two important pre-reading notes: Before you choose to read or not read this article, let us clarify two things. Everyone has customers. Even if you work for a large department of internal employees, you have clients. They are the people you give the job to. Second, do not be discouraged by the word Customer.
Maybe you call them Buyers, Students, Patients, or (heaven forbid!) Users. If any of these words work best for you, read that word every time you read Customer. Now that I have removed your reasons for illiteracy, please continue. We can read more books and articles about Customer Service Strategies and how we can create processes that will help Customers more effectively.
All of these things are important, but if we focus all our attention on the processes, plans, strategies and processes we may lose track of the most important thing. Customers are human first. This means that each of your Customers, like everyone else, wants to feel valued. It is a fact - we all want that feeling, and we will draw on those who make us feel that way. Tip: Having customers who draw you in is a wonderful thing.
Here are seven ways you, as an individual, no matter what business policies or systems, can make Customers feel most important, written from Customer perspective: Please use my name. I know I may have a Customer or registration number and may need to provide it to you. But I also know that once you put that number in the system, you know my name.
Use it. If I hand you my credit card, now you know my name too. Please use it. I want to be a part of the in crowd. That's why I like being invited into Frequent Flyer clubs, frequent buyer clubs or anything that provides me with discounts, special services, education or surprises. If you have this kind of club, invite me to join. If you don't have one yet, please think about starting one.
Ask me for my advice. I have an opinion, and if asked in the right way, at the right time, when I know you really care about the answer, I will give you that advice. Opinion cards may be OK, but I would love to be asked personally. Give me the chance to tell you what I think, and I will reward you with more of my business.
I don't often get asked for my opinion, and it feels good. And who knows, you might even get a great idea for a new product or service. Acknowledge me. I know you are busy sometimes. I can see the line. I even understand that your system might be down, or that you have five people in the phone queue. I have been there, I work too. But when I call or come by, acknowledge that I am there and let me know you are glad I am in the line.
A smile and a hello, or a well be with you shortly, will go a long way. Acknowledge me and I will understand. Ignore me, and well, how do you feel when you have been ignored? Surprise me. A little extra something with my order or a handwritten note would be nice. A special discount just because, or a free sample of dessert. It doesn't have to be a big thing, and it doesn't have to be every time. If you get a good surprise, do you want to share it with others? Me too.
Apologize. I hate it when people try to prove they were right, or don't mention that fact that the order is three days late, or the surcharge can't be removed, or the item is out of stock. But again, I know things do happen. When things do go wrong, though, please give me a simple apology. Here's the funniest thing.
When you make a mistake, and then apologize (perhaps even including a surprise of some sort) I will love you more than ever. Apologies and good service recoveries are so rare that you can take my dissatisfaction and turn it into loyalty, if you will do this right. Listen. Most of the other things I have told you require you to listen.
I can tell when you are really listening to me and that makes me feel very good because true listening is rare, sometimes even at home. Listen to my concerns. Listen to my ideas. Listen to my order, so we don't have any misunderstandings. When you really listen, you can't believe how good that makes me feel. All of us can do most of these things each day.
When we down, we will make our work more enjoyable, easier, and quite likely will begin creating legions of loyal Customers immediately. And before you go, read these seven things again, with the voice of one of your Customers in your head, as a reminder of how you can make each of your Customers feel more important.
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