Business owners know that running a business is no piece of cake, especially in today’s competitive world. From operations, to marketing, employee management to customer relations, there’s a lot that needs to be taken care of in order for a business to run successfully. However, customers are the main reason why businesses even exist.
Without a strong customer base, any business is likely to see a downfall. Not only do customers provide the revenue coming into the business, but the feeling that comes from contributing to the happiness of your customers is unmatchable.
This means you must keep your customers happy in order to feel that way yourself. So what are the secrets of keeping your customers happy? Let’s find out.
Value their experience
As a business owner, or as an employee that’s part of an organization, you must know the nature of your product or service well enough to sell it. Besides selling it, you must take into consideration how your customers will experience what your business provides. Customers don’t just buy your products; they are purchasing the whole experience with your business, right from the time they make an enquiry about your business, till after they purchase your product or service.
Identify their requirements
Anticipating what your customers want out of your business will help you match their expectations (maybe not completely) and needs. Consider what matters most to the client. If you’ve been working with a particular customer for a while, you can pick up on their buying patterns and habits. All you have to do is pay attention. Plus, with recent technological advances, there are online customer support software that can help you keep track of each and every call you have with a customer, saving their records for later use.
Go the extra mile
Step away from the common routine and jump in to help out when you’re good at something. Do more than what is asked or what is planned. In work life, we can get so focused on the day-to-day grind that we lose sight of the main point, which is that we’re all in this together. Everybody appreciates getting a little more than what they asked for. This can be in the form of great customer service, special discounts to old customers, exciting offers for brand new customers, etc.
Keep your promises
The worst thing that any business can do is advertise a particular offer and then amend its terms and conditions when a customer comes forward and makes a purchase. Not only is this frustrating, but this is misleading. It may seem obvious but it must be avoided. On the other hand, from an internal perspective, make sure to train your team in such a way that if they make a promise to a customer, whether it is about a callback or giving a discount, they must deliver. This is where you have to be careful with the promises you make. It’s better to achieve slow but assured growth, rather than earn a quick, yet uncertain buck.
Own your mistakes
Nobody is perfect. Everybody makes mistakes and rightfully so. It gives them the room to learn and progress. Customers don’t really mind the mistake too much when you own up to it. It shows that you are capable to taking responsibility for your actions. So even if you do make a mistake, own up to it and try to provide a solution that will show that you care about the customers’ presence in your business.