We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts. All in the hopes of sharing with others their best theories to separate your business from the competition and to make your customers feel loved and appreciated.
But it shouldn’t be that difficult.
Serving our customers should be easy. Yes, I said it, easy.
How to Create a Customer-Centric Culture
They come to our business with money in hand and are willing to part with it. All we need to do is take it and by our actions, let them know we appreciate their trust in us and wish to build a long-term relationship beneficial to both.
Does this mean that metrics, certifications, and expert suggestions don’t have value? Of course not. But how is it that businesses throughout the years have built a fantastic and loyal customer base without any of these tactics and survived through depression, market loss, and new technology destined to make them obsolete? Because they also focused on experience, not just service.
Let’s discuss how to make a difference in your business.
18 Ways to Make Your Customers Feel Loved and Appreciated
1. Have a Servant Mindset
Understand that you are there “to serve” first. Everything else comes second.
2. Be Pleasant
Keep a conversational tone, smile, and look the customer in the eye while talking.
3. Use the Customer’s Name
Keep the “small town feel” in your business where you know the customer by name and use it in all your interactions.
4. No Nickel-and-Diming
Don’t be petty and charge the customer for small insignificant items. It’s ok to give something away to make the customer happy.
5. What Else Can You Do?
NEVER let your customer leave without asking if there is anything else you may do for them. Always take that extra step.
6. Empower Your Team
Don’t micromanage. Give your team the authority to take certain steps without approval so they may best serve the customer.
7. Explain The Why
Don’t just say, “This is what we are going to do”. Employees and customers will react better when they know the reason why a certain task or policy is put into effect.
8. Anticipate Their Needs
Be proactive and think of what the customer may need before they do.
9. Keep a Promise
Even if you initially promised a lower price or an extra service that you now realize will cost you more money, keeping a promise to a customer will benefit you in the end.
10. Explain Again and Again
Many customers have similar questions. Be able to explain your processes to 100 customers a day and still make it sound personal and sincere.
11. Plan For the Worst
Whether we like it or not, we must always plan for the worst-case scenario but strive for the best.
12. Be Proud
Take pride in all you do. Put your name on your work.
13. Be Early
Have the work ready earlier than expected.
14. No Favoritism
Serve each customer without showing preference or favoritism.
15. Celebrate Your Employees
Including your employees in all promotions and marketing efforts. Let them be the “face of your business”.
16. Hold Your Team Accountable
When mistakes happen, don’t discount them. Hold your team accountable for their mistakes. If needed, retrain, coach, or give additional support. If not, you’ll never uphold your standards and customer expectations.
17. Admit When You’re Wrong
Don’t make excuses, especially to your customers. Be honest in all your transactions and when you make a mistake, be sincere and apologize.
18. Give a Fond Farewell
Send your customers off with a hearty thank you, and a show of appreciation. A half-hearted “thanks” is never enough.
In today’s competitive marketplace, it’s more important than ever to provide excellent customer service. By following these tactics, you can create a customer-centric culture that will make your customers feel loved and appreciated.
