I have always enjoyed working in sales. My first job was selling luggage for a large retailer. I was quite young when I started but I was quickly able to increase our department’s performance in terms of sales. I might not have realized it back then but the secret to my success was very simple: I offered excellent service. Other factors were also important but I truly believe that offering exceptional customer service was and still is the key to my success.
Here are 5 simple tips that will help you improve your customer service:
Be Yourself
I have never been able to act like someone I am not. For instance, I find it hard to shy away from laughing with my customers. A joke here and there is one of the ways that I connect with people. Does this mean that I am never serious? Of course not! It just means that my personality is always reflected in my sales approach. This helps me create real connections with my clients by appearing to be more authentic. These connections will in turn lead to trust. Just make sure you never lose that trust!
If you feel like reading more about genuine communication please take a look at Human to Human: H2H by Bryan Kramer and The Art of the Pitch by Peter Coughter. I give a brief summary of these two books here.
Tell the Truth
Two years ago I had asked an employee at my favorite clothing store to order a shirt for me. Being the giant that I am, I have a very hard time finding European cut shirts that have long enough sleeves. I was so happy to have finally found something nice that I knew would fit me. When I returned to pick it up, I realized that it wasn’t the size I had ordered. Instead of inventing some blatant excuse, the salesman simply said: “I’m sorry, I messed up.” It was so nice to hear the truth for once that I wasn’t even mad at the guy. Lying doesn’t fix problems, it often makes them worse. Try focusing on being honest and finding solutions to your clients’ problems. In this case, my shirt (in the right size) was mailed directly to my house within 2 days.
Be Interested in Your Clients
When I was selling luggage I would ask my clients if they were travelling soon. I’d say that over 80% would answer yes and they would tell me all about their plans. By listening and showing genuine interest, I was able to bond with them in a short matter of time. I would be able to close sales with ease thanks to the relationship I formed.
Understand Your Customers’ Preferences
It’s important to understand that everyone is different. At CalendarSpots.com I need to determine how my customers want to learn about configuring and using our software. If they prefer talking to someone, I offer them a training session over the phone. If they prefer to read and do it on their own, I make sure to guide them to our support pages and online videos.
Even the business owners that use our software face a similar scenario. They want to give their customers multiple ways to book appointments with them. They understand that some people prefer to call while others prefer booking their appointments online or on the go with their smartphone.
Enjoy Your Job
This final tip is essential to being able to sustain a long and successful career in any type of position. The more you like your job, the more productive you will be. So make sure that you actually enjoy it! Customer service is all about meeting expectations and creating relationships. To do this, interaction is necessary. If you hate interacting with people, you’re going to have a bad time.
