If you manage a business, then you need to make sure that your customers are getting the best that you can offer. If you’ve heard the expression that the customer is always right, you’ll know the importance of delivering what they want and need. If there is room for improvement, here are some ways you can achieve it.
Check the Pulse
No, it’s not about checking the customer’s vital signs. It’s more about checking what they do and do not like about your store or business. The nature of the relationship between the business and the customer is key to understanding what you are doing wrong and how you can fix it. Hire a secret shopper to find out what the customer experience is like. This is one of the best ways to figure out how to improve the service that you are offering.
Start collecting customer information and start sending our newsletters, promotional information, and special offers. Remember, since this is like a relationship, you need to be able to keep in touch. Of course, this does not mean that you should bombard the customers with e-mails and posts every day. And you certainly should not send unrelated or promotional material just for the sake of. Send important information and post photos and blog entries once or twice a week to keep people interested. Use your social media profiles to collect more data about what customers do and do not like about your service or products. Take customer feedback with a pinch of salt but use it to improve.
Revise Your Employment Policies
If you are only hiring experienced and older people, or if you are hiring only fresh faced youngsters, then you may have a problem. Experience is not what makes customers happy. Moreover, you can train people who don’t have experience. What you can’t train, however, is attitude. Hire people who are enthusiastic and willing to learn. Unless your employees require high levels of technical abilities and knowledge, you can afford to hire anyone who is positive and upbeat.
Measure Your Success
It is important to understand that there is no cookie cutter way of establishing the success of a business. Each one is different. That’s why you need to establish your own measure of success. For example, you can measure the success of your business by the amount of products your customers buy, or you can measure customer ratings. Are you earning new customers every week or do you only have returning customers? These points are important to establish early so that you can understand how your business is doing over time and where you need to improve.
The important thing for improving your customer service is to understand their experience. You need to know what they want and how you can deliver it. You must also understand the obstacles that they face. In order to make an improvement, you must accept and look for failure. Think of the weak points as an opportunity to develop. Once you implement these methods, you will find a significant improvement in your service.