Daniel C. Felsted
One of the best ways to understand your customers is to spend time buying products from your business. If you can’t go into your shop by yourself have a mystery shopper do it for you. When you can see things as your customers see things you can really give them what they want.
When you are meeting, no, beating the expectations of your customers on a regular basis you will be taking customers away from your competition and increase your profits at the same time.
Place orders from your website, test such things as how long it takes to get your order, how much information was supplied with your order, and what shape the packaging was in, inside and out. Do you give adequate return information and place your guarantee in the box? It is very important that you confirm that your customers made the right decision to buy from you.
How your product arrives makes an impression, usually the last impression of your company. Assess how are you shape up? Are you taking advantage of the opportunity to make a positive impression on your customers?
Call in orders too. Test how long it takes to actually talk to a representative and test how your employees represent you on the phone. There are many skills that your employees need to help your customers and if you don’t help them become the expert who will? Again the more you can see your business through the eyes of your customers the easier it will be to improve the way you run your business.
There are many reasons customers come to your business to see the products you sell. One of the most important reasons should be the relationship you have with your customers. You must gather and develop tools that you can use to strengthen the bonds between your business and your customer’s emotions. (see 50 Reasons People Buy)
Excelling in customer service is one of the most important tools that you can use to further your relationship between you and your customer. In doing so, you provide additional reasons why your customer should think of you when it comes time to buy another product or add another service. Add to these examples tactics to keep your customers thinking of your business and you can’t help but improve your financial situations.
I have written a book called Great Customer Service: The Best Way to Avoid a Discounted Sale. It is packed with insider tips to improve your profitability by implementing what I call internal marketing strategies which are customer service best practices. If you would like a free .pdf download at the link above.