Lately I’ve seen some posts on social media sites where people are complaining about receiving poor customer service at all types of businesses. The list runs the gamut from receiving terrible food at restaurants, retailers whose sales people never make a move to help a customer out – you name it, the complaints are there for all to see.
So what’s happened to the word ‘service’ in customer service?
From the first day I went into business, I realized that if I were to make sales and achieve repeat customers, I had to first earn their trust and treat them as I liked to be treated when shopping. It doesn’t matter if you’re searching for a new vehicle or a new pair of running shoes – the basics of solid customer service is the same. And I believe that principle starts with one thing: respect.
If you can’t show respect for another person’s wishes and requests, then you shouldn’t be in sales. Most everyone I know works hard for their dollars, and if they decide they want to spend their money at your establishment, they deserve the undivided attention of your sales people.
Here are three key elements that I’ve found to be invaluable in running my business:
- Listen carefully to what the customer says. If Ms. ‘X’ says that she want an 8 ounce rib-eye steak, done medium rare, and charred on both sides, then be sure that’s what you serve her. If you fail to take note of the customer’s preferences and then offer them something that is totally different than what they’ve asked for, they’re not going to be happy campers. And unhappy customers are not repeat customers.
- Ask relevant questions. Failing to ask the right question of your client will give you incomplete information as to their expectations from you. This step also falls into the category of ‘assuming’ that you know what someone wants before they ever open their mouth to speak. Always ask the customer what they desire from your business. And if you can’t provide what they’re looking for, move on to step # 3.
- Be honest – always. No wants to be talked down to or made to feel as if they’re being pressured to settle for less than what they desire. If you haven’t got exactly what they want, by all means suggest an alternative, but don’t try to force something that is totally the opposite of what they want down their throat. Trust me. If the buyer wants a half-ton truck and I try to convince him to buy a two-door sedan, do you really think he’s going to make a sale with me? Nope.
It really doesn’t take much effort to offer good, solid, customer service. In fact, some businesses get by with providing the bare minimum in courtesy and haphazard goods. But wouldn’t you rather be known as the company that actually cares about their customers and goes just a little bit further in the sales process?
Cultivating loyal customers is crucial if you want to ensure that they’re repeat customers.