Every business, regardless of the goods, products or services being offered, is centered around, and actively involves, the participation of clients and customers. Without customers, firms and companies wouldn’t exist and the entire purpose of business as a concept would be rendered pointless.
In any business operation, it is vital to keep your existing clientele happy and satisfied. This is true for numerous reasons: it ensures that while you’re sourcing and actively searching for new customers, you’re not bleeding your existing ones and it ensures that your current customers can be turned into brand ambassadors as they talk to friends and other close acquaintances about your offerings. By keeping customers thrilled you genuinely save on marketing costs and get the most out of your current client base, both by repeat business and referrals.
Keeping clients happy isn’t an easy task. There are bound to be grumpy, indecisive and downright frustrating customers. Keeping these customers happy will prove to be especially tasking as one wrong move, although it might seem innocuous, might set them off and just like that, you’ve lost a client. If this happens frequently you’ll end up losing a significant percentage of your customers and your business could be seriously affected.
Here are some easy steps that you can take to keep your customers happy.
Treat them like they are the boss
This is more than just a ploy, it’s often the way it actually is. Customers are the essence of your business and the reason for its existence. A major characteristic of excellent entrepreneurs is the ability to tolerate frustrations stemming from clients and, like it or not, you have to cultivate this habit too, whether you’re the CEO or the receptionist. You need to make them feel special, no matter how seemingly stupid their requests might be. In the end, you get your money and everyone gets to go home happy. A disgruntled customer that is properly treated will often become your fiercest supporters.
Email marketing is one of the very best was to increase customer satisfaction. Once you get the email addresses of your client (with their permission, of course), you can send them periodic updates, special offers and surveys, asking them to state areas where they are pleased with your services and aspects where you could improve and serve them better. It gives them a feeling of involvement, helps them know you care about their individual needs and is a good way to increase customer loyalty, which in turn could boost their satisfaction.
Optimize your customer service
This essentially means calling them even before they call you. A proactive customer service will give customers the notion that you’re always at the ready to listen to their opinions and complaints and in most cases, the implementation of a customer’s advice and suggestion has the potential of exponentially increasing your clientele.
Quicker service delivery
As much as everyone is busy and actively looking for ways to manage and effectively grow businesses, you can always devote a considerable amount of resources to making sure that your customers don’t wait too long before their needs are met. The quicker you attend to their needs, the more they are satisfied and are likely to come back.
Invest in social media
Social media has been ubiquitous over the past few years. Everyone seems to be involved in it and a vast majority of people have at least one social media account which they actively operate and frequently visit. With social media, you can effectively keep track of the activities of your customers and how they feel about you and the product or service that you’re offering. What they say, who they interact with and other criteria can give you an indirect pointer as to what you’re doing right and what more they want from you.
There are more ways to ensure customer satisfaction. It goes beyond just catering to them while they are physically present in your business environment and continues into finding out what they feel afterwards, how you can personalize your service to fit them specifically, etc. You could try expanding your workspace to make it more inviting to organizing promotions and bonanzas for your most loyal clients. Whatever you do, just remember that customers are the backbone of your business. Without them, you’d fold up and fade away. It’s essential to make sure that they leave any interaction with your company – by phone, web, in person – satisfied and happy. You’ll benefit far more from a thoroughly satisfied client.