Your clients have high expectations of you. If your business can’t meet them, they may leave you for your competitors. While it may seem harsh, it’s the truth. When getting a product or service that works for them, they want a company that makes it easy for them. From getting help when needed to making them proud to supporting their corporate culture, they want the best and easiest. The customer experience doesn’t end with a sale. It’s an ongoing process, and you should be constantly seeking on how to improve. Here are 3 ways to make each interaction with your clients memorable and have them love interacting with you.
Show empathy and gratitude
You need to treat customers how you would want to be treated as a customer. Make sure you show empathy for your customers’ struggles, and gratitude for their loyalty. This will go a long way with them.
An easy way to demonstrate this is to thank your customers for everything. If your company has a disruption in service, thank them for their patience. Also, thank them for understanding if you or your company makes an error. If they renew their subscription or purchase from you again, thank them. Lastly, thank them for taking the time to share their feedback. You should do this regardless if it’s good or bad.
Be empathetic in your responses to any customer complaints and issues. Whatever the issue is that’s affecting them, let them know you’re sorry. You never know how issues affect them and their business. Also, you never know what’s going on in their daily lives. Being empathetic is a great way to show them that you truly care about them.
Customers are more likely to be a loyal and long term customer if they always have positive experiences with your company. You need to do your part to make each interaction positive and gracious. This will make your customers feel good about working with you. Also, it will make them more likely to recommend you to any friends or colleagues.
You need to be diligent with every customer you come in contact with. You can do this by following up with every interaction with a solution, a forum for feedback, or a helpful resource they can benefit from. Below are a few ways to be more diligent with your customers.
If you can’t solve a customer’s issue during your first interaction, give them an exact and reasonable timeframe to expect a resolution. Try to set a clear date and time. Then, give yourself the responsibility to follow up with them.
If a customer runs into an issue that you are able to resolve, follow up with them. It’s best to wait a week or two after you resolve their issue. All you need to do is reach out and make sure everything is still running smoothly for them. Both of these will make a lasting impression on your customers, and don’t take much time out of your day.
It’s extremely important to be transparent when you communicate with your customers. This is especially true if it’s regarding a mistake or error caused by you or your product. Don’t hesitate to explain the situation, apologize for the issue, and communicate how it happened. Also, make sure to let them know it won’t happen again. However, if it could happen again, be clear to your customer about that so they can be prepared. You need to be open and honest with them when issues arise. While they may be annoyed short term, all products/services have errors arise. If you’re transparent about them, they will be more understanding.