If we’re really honest, what we really want in business is a steady flow of ideal customers who keep coming back. I mean, that’s the dream. An endless pipeline of clients who know what we do, how well we do it and will pay our price.
It is actually possible for this dream to be a reality. But it takes some work on our end. It takes building a foundation. It takes continuity. It takes effort. But when done right, the work we do in the beginning will bear fruit long after the first customer interaction.
The number one desire of most human beings to be seen and heard. We want someone to recognize that we exist and that our needs are important.
The foundational piece to customer loyalty is listening to the client. Listening is different than hearing. To hear is a physical act. You ears hear noise as a matter of course –that’s their job. You hear all day long.
Listening is a deliberate act. In order to listen, one must focus on the other person. Distractions must be eliminated. Listening is a learned skill. (I go deeply into this with my clients.)
When clients see that they are understood, they want to continue to do business with us.
Listening is the foundation. Continuity is achieved by making customer service job number one in our businesses.
It’s no secret that customer service is a dying art. More and more stores are installing self-checkouts and it’s hard to even find someone to help when questions arise.
Your business will stand out when you make the effort to put customers first. What does that look like? Answering the phone when it rings. Giving your full attention to the customers when serving them. Following up with them. Giving rewards for loyalty. You can have some fun with this one!
Finally, do what you said you would do. Every time. In fact, it is better to give more than you promised when you can. This is known as under promise and over deliver and it’s actually very easy to do.
When you make expectations very clear to customers – when the job will be done; the time you will call; what they will receive – it’s easy to keep your word. Arrange your business so that it’s possible. Can you say, “systems”?
The over deliver part? Have the job done earlier than expected by the customer. Be on time for every call, every time. Give them a little more than they paid for. Make the customer feel special. What are some creative ways (that don’t cost you any money) to spoil your customers?
If you do these three things: Listen, Make Customer Service Job #1 and Under Promise/Over Deliver you are well on your way to building a loyal following that not only comes back but spreads the word about how much they enjoyed working with you.
Are you looking for more tips on how to engage and support your customers? Join Sharon on her Facebook Page: https://www.facebook.com/sharonagalluzzo for more tips and advice. Sharon Galluzzo is a Client Whisperer. She is an expert at building businesses and specializes in franchise business ownership. She is a speaker and trainer. If you’d like to book Sharon to speak at your event, contact sharon@sharongalluzzo.com