In the current scenario, there is a rapid rise in the competition and all the companies are striving hard to make a profit. The only way to make profit is to attract and retain the customers as customer is said to be the king. A happy client is a pleasure to have, but an ecstatic one can prove to be the boon for the business. They will not only bring repeat business but will also reinforce your brand to the others and will act as your advocates. To achieve this firm needs to exceed the expectations of the customer and should not leave a single chance to wow their customers.
So here, I have tried to mention 6 ways that will definitely help you to impress your customers:
1. Answer all their queries:
Communicate to your customers that you are always approachable and they can contact you very easily for small or large questions. If the queries of customers are unanswered than they might not leave a single chance to express their hatred and can even take into social media to spread a bad word of mouth. Customer support should be made available at all the stages as customers can have queries at any stage ranging from pre-sales purchase to return policy. Proper support should be provided at all the stages because 70% customers say they are likely to switch brands if they deal with agents who are unable to answer their questions.
2. Go out of the way:
Customers are biggest asset for the business. Never leave your customer dissatisfied as it can cost a lot to the company. If required go out of the way to help your customers as attracting new customers will cost your company five times more than keeping an existing customer. As per Forbes, a 5% increase in customer retention can increase a company’s profitability by 75%. Hence, companies should strive hard to please the customers and if required should traverse an extra mile to impress the customers.
3. Be spontaneous:
One thing that the customers hate the most is to wait. The firm needs to be spontaneous while dealing with the customers. If the customers are asked to wait for the response than they feel that they are not cared and might switch to the competitors. As per the research done by Forrester 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. Make sure that they get a quick response at all the stages whether they are making calls or writing emails. Try to promote other mediums for communication like live chat or social media where the response can be given more quickly to the customers. Getting immediate attention will increase the satisfaction level of the customers.
4. Surprise them:
Everyone loves surprises and customers are no longer an exception. Surprising the clients can be icing on the cake and it need not be monetary. According to the report by Forrester, 76% of consumers look at customer service as a test of their value to a brand. So companies should make all the efforts of providing good customer service. Try to surprise your clients by giving them some special offers, discounts or by providing any additional service. Dissatisfied or loyal customers can be given some additional perks to please them. Special gifts, discounts or vouchers can be given to them during the festivals or during their special occasions like birthdays or anniversaries. This helps in creating long lasting impression as they feel as they are given personal attention.
5. Keep your promises:
The biggest mistake that the salespeople or the companies make is giving wrong commitments to the customer in order to get the sale. Never make this mistake as customers may feel revolted if their expectations are not fulfilled. Always promise less and deliver more. By making false promises one can get the sale for one time but will lose the customer in a longer run. As per the research done by McKinsey ‘70% of buying experiences are based on how the customer feels they are being treated’. So if they feel cheated then they will never make any purchase with you.
6. Treat them as your boss:
Treat the customers the way you would treat your boss. It is rightly said by Jeffery Gitomer that “Your customer is your paycheck”. He explains that it is the customers who are paying for the salary and not the employers. So every time while interacting with customers thanks them for all their business. Always be kind and polite to the customers and try to deliver the best.
Customers are the asset for the business hence they have all the rights to receive proper care and attention. Customers should be given utmost importance and treated nicely because the business can’t flourish without customers. So companies should make all the desired efforts to impress the customers and create the lasting impression.