Do you remember the last time you had REALLY BAD customer service? I mean cringe worthy, tweet worthy, online review worthy bad customer service? Sadly it’s probably not all that long ago. Or it might have just been bad enough to tell a friend. Either way – you passed the word along or now that negative review is out there. What would it have taken for that business to give you good customer service and maybe get a positive review? Turns out not much.
Customer service can make or break a business. Everywhere you go there are people interacting with other people, this is a fact. Whether it is grabbing a coffee at Tim Horton’s through the drive thru or calling into a business about an order you placed last week. There is, and will always be, human interaction as part of business.
Here are some great ideas to make sure your customers are getting great service and you don’t have to work so hard to get them to keep coming back:
Your customer service efforts can put you far ahead of your local competitors. Even if it is just having a coffee machine in your waiting area and offering to make it. I love getting complimentary tea when I am getting my nails done and it is a great green tea by the way! It enhances the customer experience. Even when I was working in the fashion industry, some of the smaller boutiques would have fancy espresso machines and add Bailys to it. It was more like meeting with a friend to shop and have personalized help. The customer would buy more because there were no time restrictions and they were in a relaxed environment. That is what you are trying to create a relaxed, calm place for you clients to come, if they are relaxed, they are more receptive to you.
When you take your time to be courteous and genuine with customers, it shows them that you truly care about them and their wellbeing. Since your customers are truly the bread and butter of your business, why shouldn’t you be treating them this way? Without customers there is no cash flow. With no cash flow there is no paying your bills and without paying your bills…need I go on? You get my point.
You want things to be really easy for your clients. From finding your location, to making appointments, to connecting with resources that you suggested. The more work it is for them to connect to you or your staff, the easier it is for them to find someone else to help them with what they need.
Why are these suggestions important?
A company that has great customer service will receive a larger percentage of repeat customers. Need I say more? We all love the repeat client and repeat clients are the ones that normally will refer you to their friends and families. Make sure that you have great customer service consistently: you never know who will be your next maven to spread the word about your business and be loyal to you.
People that have a positive experience with your business and the customer service they received, chances are they will likely tell approximately 20 people about their experience. On the other hand, if a person has a bad experience they will likely tell over 100 to 500 people, depending on how many people they have in their network. It’s far easier to convert 20 people to repeat customers than overcome negativity to 500. That’s worth a cup of coffee wouldn’t you say?
Not to say you have to start serving fancy drinks, rolling out the red carpet and getting a hostess for your waiting room BUT start to think about your own business and the experience that your clients are having from when they walk in the door to when they walk out. What are they leaving with? The feeling of giving you a good review or tweeting how badly their experience was?
Post something below of what you are doing in your business to make it a good experience for your client’s!
After 12 years of being in the rat race of the fashion industry Tree Ryde was looking for something to calm her mind body and soul and she found it in yoga finishing her 200H at Kula Yoga in 2007. She was addicted and wanted to deepen her practice of meditation and study the sub-conscious mind. She became a hypnotist in 2014 and works part time at the Burlington Hypnosis centre. Helping clients with anything from weight loss, quit smoking to nail biting. Tree also loves exercise and cook whenever she can, and is always coming across new recipes that are both delicious and nutritious