Did you know that even if you make mistakes, there is one thing that will win people over to your offers every single time? It’s super simple. Do great work and provide your customers quality and due to their happiness and satisfaction, they’ll provide needed word-of-mouth marketing that cannot be beaten.
1. Be Honest
It seems simple enough to be honest, but when it comes to marketing and business, it’s important to avoid even the appearance of dishonesty. Avoid blowing smoke or exaggerating, and you can avoid this problem most of the time. If anyone ever thinks you were less than honest about something, it can really ruin your reputation.
2. Manage Customer Expectations
Your sales pages, emails, blog posts, and all the content you develop should always help manage your customer’s expectations. You want them to feel wowed when they see the product or service results and not let down. Therefore, ensure that the words and copy you deliver to them lets them know what to expect. For example, if you’re going to send 10 emails a day, they should know before they say yes.
3. Deliver on Your Promises
When you state something – whether you cross your fingers or not or hold up your right hand or not – it should be true. If you say you’ll do it, you should turn over heaven and earth to ensure that it happens. Yes, sometimes things happen that cause you to be late, or back out, but if you let them know in advance, you’re still delivering if you’re communicating.
4. Ask Questions
When you are trying to troubleshoot an issue for a customer, always ask questions that are open-ended that allow them to tell you what’s happening in their own words at their own pace. In normal everyday communication, ask questions to help you learn more about their problems and the type of solutions they’d like. It’ll make them think you can read their mind.
5. Listen More & Talk Less
When you do get your customers talking – whether in person or in groups – take the time to truly listen while talking less. Yes, ask questions for clarification, but don’t interject more if you don’t need to so you don’t cloud your customer’s issues behind your own.
6. Be Forward Thinking
Try to anticipate what your customer may need from you in the future. Look at the products or services they bought and try to find complementary items and things that you can recommend or offer to them before they ask. Check in on your customer automatically after purchase to ensure they know how to use the product or to find out if they have questions instead of waiting for them to go to your help desk.
7. Learn to Be Self-Aware
It can be hard not to get emotional if you are dealing with a customer who is not happy. However, it’s important that you do control your emotions. If you’re self-aware enough to know what type of emotions you’re feeling, it will help. For some people, it helps to simply outsource their customer service, giving the agent they hire wide latitude to add value and please your customers.
8. Be Empathetic
Even in situations where the customer in your mind is at fault for something, try to put yourself in their shoes. There is a lot worse that can happen than just refunding money to someone even if you’re not in the wrong. Maybe they had the money when they bought it but then something horrible happened, and they’re desperate, and it’s not you at all. You won’t know if you don’t try to listen and have empathy for them.
It’s almost too easy to please customers today. The reason is simple. Most customer service sucks. It’s not customer focused at all. Think back to all the times you’ve been disappointed in a company because they don’t seem to care about their customers. Then think of a time when you may have been slightly disappointed, but then the customer service blew your mind. It honestly doesn’t take much to be known as someone who provides quality and top notch customer care.
When you know the work you do is good, and the products you create or recommend are effective, all that’s left is standing behind it and making every customer feel smart for doing business with you. Even if you refund money to one person every now and again, it’s not going to make or break you. Having happy, satisfied, and yes thrilled clients though – that’ll make you, and it’ll make you feel great too.
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