Building Customer Relationships: Part 1
Managing customers and ensuring their satisfaction is one of the biggest concerns of any business. The happiness of your customers allows everything else to fall into place. Happy customers lead to happier employees, positive reviews and word-of-mouth, more business, and more revenue.
But are there things in your control that could be hindering your relationship with your customers? Here are a few common customer mistakes you could easily be making:
1. You Don’t Know Them
It’s important to know your customers. Know their name, know the products and services they like to use, and know the problems they have had in the past. Knowing your customer’s history can go a long ways to improve satisfaction. The more you know about your customer, the better you can serve them in the future.
2. Minimal Communication
Customers like to know that they are cared for and that they have the support available to them when they need it. Now, you don’t want to bombard them by calling them every few hours just to check in, but stay connected with them, and connect with them on multiple channels (through email, phone, social media, etc.). Make sure they have what they need and that any concerns or questions they have are resolved.
3. One-Size-Fits-All Solution
When it comes to your customers, there is no one-size-fits-all solution. Every person you serve has different requirements and different needs for a solution. You must be able to understand the different needs they have and cater your products and/or services towards that. Make them know that you are willing to work with them to find the perfect fit that they need.
4. Sending Them in a Loop
Make sure that you take a direct approach when your customers contact you. There’s nothing they hate more than having to be put on hold for extensive amounts of time and be transferred around from Person A to Person B to Person C. Make sure you ask enough questions and get enough clarification from them to know exactly who it is that they need to speak to.
5. Having Inaccurate Data
Living in the 21st century, technology and data are inevitable in a business. As your business grows, your amount of data will become almost overwhelming, so use technology to organize and take control of it. Customers like to see all the details of what they’re paying for. If you can organize your data in a way that gives your customers precise dates, times, notes, materials used, etc., you not only make your customers happier, but you protect yourself and your employees by being able to prove that you’ve done the work.
Customer satisfaction is key to any business. Start to take a look at how you interact with your customers. What customer mistakes have you been making? What has been making them happy vs. unhappy? If you want to start building up your relationships with customers, it’s important to start with a clean slate. Recognize the bad habits you’ve fallen into and get rid of them. Once you do, you can start to build a new foundation with your customers, and that starts with good communication.
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