Client satisfaction is the ultimate goal of every business, but no matter how easy delivering that sounds, there is no actual, stone-set formula on how to make customers happy. In this modern age, business owners can only implement the ways they have been used to in order to retain customers, often afraid that when something is altered, a few of the loyalists will opt out. But any business, in order to thrive, must consistently implement something new while retaining the smile on the faces of its best friends.
According to Norman Scarborough, an economics and business administration assistant professor at Presbyterian College in Clinton, South Carolina, “it costs five times as much to attract a new customer as it does to keep an existing one.” Hence, to prevent progress delays caused by having to find new clients, follow these eight tips to keep your patrons happy:
- Deliver your promises. When you say that you will deliver your products by 9AM, do so without excuses. Customers remember even the littlest of promises, so being late even by minutes in your delivery makes them do a mental note of your shortcoming. If you know that a promise is not achievable, then do not make it in the first place. Otherwise, keep in contact with your customers and be upfront on telling them that it is your fault. Being genuine is also a valuable quality.
- Resolve problems. “Right away” is the working term here. It is not enough that you resolve issues with clients—make sure that you act at the soonest possible time. Customers value their money as much as you value your business, so if there is a problem with your service or product, find the root of the problem and do not make the customers guess. Lay out your plan for the solution and give an update. This way, your customers will feel valued.
- Be consistent. Ensure that customers get the same experience every time they get your product or service. Familiarity is an important element that must be maintained, for when something in the process is changed without the customers knowing, they feel that something is not right. If you are implementing a different procedure, explain it to them do relieve any feeling of alienation.
- Reward your customers. Also a way of extending your gratitude to customers, give out freebies occasionally. These items must be inexpensive but usable, and they must come with your logo to be promotional. From time to time, include these as a surprise or “just because” token of gratitude.
- Be responsive. Good customer service is invaluable, but what you do after customers came to you for help determines your reliability. As much as possible, respond to queries and requests within the day. If you do so after 24 hours, ensure that you have responded correctly and completely so that you do not vex them with your inability to give them what they mostly need. Send out good people to handle requests, and set aside personal feelings.
- Give customers something new. Do not bore your customers by giving them the same tokens every time. For one, if they have been long-time patrons, they surely would have had a pile of those pens or cups at home. Offer something new and different to excite them and drive them to give a word of mouth to their social circuit.
- Maintain your product’s value. A product of good value creates its own success. But this does not mean that improvements must not be made. Test the product to yourself: if it would make you happy to use your own product, then that feeling would surely transcend to your real clients.
- Streamline your purchasing process. Take good care of return clients by making purchasing your product or getting your service easier for them. Reduce the number of phone calls to make, the distance of travel, or the volume of paperwork and number of follow ups to do. The rule is, do not stress your customers when purchasing; you must do most of the work.
There are several ways you can make your customers happy, but if you stick to the fundamental maxim of giving a great service and experience, then your business is bound to operate like a machine that does not need greasing.