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Customer Satisfaction - It's All About The Personal Touch - 5 Easy, But Powerful Steps
In order to increase customer satisfaction, it's important to remember this - Customers are not buying your product or service. They are buying a relationship with you.
By: Kristina Evey
In order to increase customer satisfaction, it's important to remember this - Customers are not buying your product or service. They are buying a relationship with you.
By: Kristina Evey
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Train your staff toward excellent customer service and customer satisfaction. Enhancing the customer relationship by adding whatever personal touches results in increased customer loyalty and your customers will go out of their way to do business with you.
The most important and obvious is learning and using your customer's names. Everyone likes to be recognized and the use of the customers name without having to be reminded shows effort and interest on your part.
Learn how your customer uses your product or service. By finding out how your customer uses your product or service, you can tailor it to their needs. You will also be viewed as an invaluable resource by suggesting other products or services that will enhance their purchase.
Discover their preferences. When you discover the preferences of your customer and incorporate them into the process, your customer will feel valued. Whether it be day of the week for deliveries, straw or no straw in the drink at your restaurant, the type of folder they prefer their reports bound in, just paying attention to their preferences displays that you value their business and go out of your way to have things just as they prefer them. As an example, an exclusive hotel chain puts out a questionnaire to all of their new hires asking for their food, beverage and snack preferences. When they show up for their first day of training, the stated preferences are ready and waiting for each individual. This sends the message that if the hotel is so concerned about the preferences of their staff, then they will be equally, if not more so, concerned about the preferences of their guests.
Touch base and follow up on individual requests. By accommodating individual requests, customers realize that you will go out of your way to meet their needs. This displays the value you are placing on them and their business.
Follow up and say Thank You. A personal note of Thanks speaks volumes. Sending a personal handwritten note is a tried and true favorite that has fallen by the wayside with new technology. Email is better than nothing, but a professional thank you card with a short handwritten note gives that personal touch.
To give an example that ties in all of these points - I do most of my professional clothing shopping at particular national chain which has a retail outlet in our local mall. Any time I walk in, the manager comes over to me and asks how I am and my business. She asks if I have any big presentations coming up and if she can help me get a new outfit. She pulls out the card with my sizes and color preferences and says that she will start getting some outfits together for me while I browse. She checks in with me while I try them on and gives helpful suggestion on accessories. She leaves the clothes on hangers automatically for me because she knows I like to just take the clothes out of the garment holder and just hang them up. And the next day comes the finishing touch - - a handwritten Thank You note written on the company stationary. Even though I may get better prices at the anchor store in the mall, I go back to the place that pays personal attention to me every time.
Discover WHY it is so important to Promote Customer Service and HOW your bottom line will benefit ...
Helping you focus on your customers-
Kristina Evey www.CustomerCentricTraining.com
The most important and obvious is learning and using your customer's names. Everyone likes to be recognized and the use of the customers name without having to be reminded shows effort and interest on your part.
Learn how your customer uses your product or service. By finding out how your customer uses your product or service, you can tailor it to their needs. You will also be viewed as an invaluable resource by suggesting other products or services that will enhance their purchase.
Discover their preferences. When you discover the preferences of your customer and incorporate them into the process, your customer will feel valued. Whether it be day of the week for deliveries, straw or no straw in the drink at your restaurant, the type of folder they prefer their reports bound in, just paying attention to their preferences displays that you value their business and go out of your way to have things just as they prefer them. As an example, an exclusive hotel chain puts out a questionnaire to all of their new hires asking for their food, beverage and snack preferences. When they show up for their first day of training, the stated preferences are ready and waiting for each individual. This sends the message that if the hotel is so concerned about the preferences of their staff, then they will be equally, if not more so, concerned about the preferences of their guests.
Touch base and follow up on individual requests. By accommodating individual requests, customers realize that you will go out of your way to meet their needs. This displays the value you are placing on them and their business.
Follow up and say Thank You. A personal note of Thanks speaks volumes. Sending a personal handwritten note is a tried and true favorite that has fallen by the wayside with new technology. Email is better than nothing, but a professional thank you card with a short handwritten note gives that personal touch.
To give an example that ties in all of these points - I do most of my professional clothing shopping at particular national chain which has a retail outlet in our local mall. Any time I walk in, the manager comes over to me and asks how I am and my business. She asks if I have any big presentations coming up and if she can help me get a new outfit. She pulls out the card with my sizes and color preferences and says that she will start getting some outfits together for me while I browse. She checks in with me while I try them on and gives helpful suggestion on accessories. She leaves the clothes on hangers automatically for me because she knows I like to just take the clothes out of the garment holder and just hang them up. And the next day comes the finishing touch - - a handwritten Thank You note written on the company stationary. Even though I may get better prices at the anchor store in the mall, I go back to the place that pays personal attention to me every time.
Discover WHY it is so important to Promote Customer Service and HOW your bottom line will benefit ...
Helping you focus on your customers-
Kristina Evey www.CustomerCentricTraining.com
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