Almost all big companies around the world are now practising down to business customer services, where customer needs and opinions predicted and met, rather than simply reacting to request for service.
This is great for customers, as little or no effort is required to maintain their relationship with providers and they are provided with a solution before they even know there was a problem. Surprising and delighting customers in this way is the key to breeding loyalty and support and it provides a huge competitive advantage as only a few businesses are currently doing it.
However, the most persuasive reason for engaging down to business customer service is its impact on the bottom line. Using it to eliminate the need for service and reduce inbound costs can make for an extremely powerful business case.
Nevertheless, before you go in unprepared, it is vital to build a considerate, long-term strategic plan to make sure down to business service is doing its job and has the sticking power to become as permanent as a business as usual.
Just as with any other strategy, down to business service needs measurable goals.
Some of the few main questions are where to start? How do you begin? What are the most important things to consider? According to a detailed search on what some of the experts say about this subject matter. Here are a few steps to a perfect down to business service strategy:-
1. Connect with your customer
This is critical. This is where you establish rapport and begin a relationship with your customer. Connecting means, you are building trust that runs both ways. Do this by engaging your customer. Start by giving them your name and asking theirs. Be interested in them what they want. Ask questions. Listen. Respond appropriately. Have a conversation with them. Be genuine.
2. Research more on what customers need and what exactly they want
If you have a genuine conversation with your customer, you will discover what they want. They did not always know what they want or they might have trouble expressing it. Often people know what they want but they are unsure how to get it. That is where you come in.
By asking pertinent questions and paying attention to the answers, you can discover a lot about your customer. You can help guide them to getting what they want. That’s the role you fill and that’s how you keep customers coming back.
3. When you know what you can do, it’s perfect!
We can’t always give the customer everything they want. Sometimes they want what we can’t do. Other times, it’s something we choose not to do.
Every business has a niche to fill. That means doing what the business is best at doing for the customers it can serve best. This step is about “picking your battles”. It’s about choosing the customers who best fit what you can do well by knowing what you do best.
4. Planning, measuring and monitoring
This sounds easy and maybe it should be but it’s where many businesses fail. They fail because they don’t manage the process of planning, doing, measuring and monitoring well.
To execute well you need to be able to measure what’s important. What gets measured gets done. So, convert your customer’s wants into actions you can measure. Then setup a system to measure the outcomes and the actions that produce them.
For customers, this is icing on their cake. It’s true for you too because it’s easy to do yet it pays huge dividends in customer loyalty.
As you plan your execution phase, make sure you plan a follow-up contact. Follow-up by phone, email, letter, visit, whatever works. The more direct and personal the better but make it work for your customer and your company. This thrills customers because very few companies do it consistently.
6. Be thankful to your customers
We often forget it and sometimes we take it more lightly. Often when I hear a “thanks for doing business with us” it sounds phony, forced or robotic. People often say it out of habit but they put no feeling or authenticity into it.
So, when you thank your customers, be real about it. Make it genuine. Thank them in multiple ways, not just once and make sure they know you are grateful for their business.
You might think that skipping this step will cause no hard harm to you, just as if you think when you use VapeActive but ultimately you know what could be the end result so it is better not to skip this step.
People know when you are genuinely interested in helping them or not. If you are, they are more likely to respond positively to you and to develop trust with you. If you are not interested, they will sense it and you will have a much harder time developing the trust you need to help them.
Follow these six steps with every customer and you will find your level of customer service will increase dramatically. Coach your employees to understand and work through these steps (every time) and you will see your customer loyalty and customer retention sharply increasing.