Ask the best customer service agents the secret of their success and they will tell you…’Make your customer’s feel valued’. Customer service expert, John Burns of CustomerSkills likes to use the example of an upscale hotel that leaves a mint on your pillow. Is it necessary for a good night’s sleep? No, but it sure makes you feel pampered and you know…special.
Whether we admit it or not, we all like to think we are in some way a little bit special. Think about all those times your Mom told you how special you are when you were growing up. Remember how good that made you feel?
As a rule people give their business to places that make them feel good. The way you act with customers every day is what is going to cause your company to either bloom or wither away. I don’t know a single person who likes to be treated like just a number. With a little effort and commitment on your part you can make your customers feel like your favorite customer. If you can do that both your career and your company will flourish.
You might be surprised just how easy it is to do this. Here are some simple tips you can use to make your customers feel special.
Be real – Don’t be a smarmy sales rep. You know the type, you can spot them a mile away. They go on and on about how much they love a product even though they’ve never used it. They use the customer’s name in Every. Single. Sentence. In a word…Ewww. Do not be this customer service rep. All you have to do is keep it real with customers and make it a priority to help them find what they need.
Skip the sales pitch – It’s for amateurs. The best way to let a customer know that they matter to you is to listen to every little thing they have to say both with their words and body language. Ask relevant questions and give them plenty of time to answer. Paraphrase to make sure you understand what they really want. If you take the time to genuinely connect with your customers, you’ll sell more than you ever could with some silly speech.
Keep your promises – If you say you are going to follow up with someone…do it! Write it down, schedule a reminder on your phone – Whatever it takes! You know the drill under-promise and over-deliver. After all you’re only as good as your word.
Be a fixer – We all mess things up every now and again, so when you do – fix it – it’s as simple as that. If a customer has been wronged fix it first and then call them. Apologize then let them know what you have done to make it right. If you detect something is amiss take charge and take care of it yourself instead of waiting for a customer to notice.
Mind your P’s and Q’s – The last and easiest way to let customers know you value them is also the easiest. Be polite. Use the words ‘please’ ‘thank-you’ ‘you’re welcome’ and ‘my pleasure’ often and consistently while avoiding slang such as ‘a’ight’ or ‘yeah’ instead of ‘yes’. Don’t worry, it won’t make you sound stuffy, it just shows a little class.