In my last post we talked about the first secret to building a solid customer service plan and how to decide what your vision is. Today we will talk about the second secret in turning your satisfied customers to raving fans.
First, you must know what your customers want. Also, know who your customers are and you will know better how to serve them. Demographics are really important here as well. An upper-class woman in her 30’s is going to have completely different expectations than a blue collar worker in his 50’s.
There are four main areas you need to consider and plan for when figuring out what your customers or clients want:
• Listen: To them.
• Ask: Your Customers Sincerely what they want.
• Offer: More than Just a Product/Service, give them additional value.
• Know: When to ignore the minority of their wants.
These are all important when deciding what your customers or clients want out of their buying experience…
Listen to Your Customers or Clients.
You need to listen to both what they say and what they don’t say. Customers may say they want one thing and really mean something else. For example, if you customers are begging for lower prices, you may find out their real priority is quick delivery. Also, listen to your “silent” customers. These are the customers who don’t bother to complain, because they have been tarnished by poor service from similar businesses so they have just given up and don’t feel like their voice matters.
They feel unwanted and when a competitor shows up, they’ll be gone. Lastly, you need to listen to customers who only reply with “fine”. These customers are similar to the “silent” customers in that they are so used to bad customer service they only give a monotone response.
Ask Your Customers Sincerely
If you aren’t sincere when you ask their opinion, they are going to see right through you. You may be thinking, “What about the customers who aren’t saying anything?” You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really care … and you should!
Offer More than Just a Product/Service
Your customers are looking for much more than a simple product or service; they are looking for an experience that makes them feel good. They grade you on every step of the process. When you take this into consideration and treat them like people, they will feel like they belong.
Know When to Ignore The Minority of Their Wants
You may think this goes beyond providing good customer service, but in reality, you can’t give them everything and you will never make some people happy. You have to set limits and stick to them. If your vision and your company don’t align with a customer, they may be best suited somewhere else.
These are the steps and strategies to figuring out what your customers or clients want and how you can use them to work on your customer service vision and plan.
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