Secrets

Marketing and Customer Service - the Customer is King!

You know that your customer is supposed to be “King”, but just how can you guarantee that they will come back and rave about you to other people?

Often forgotten, customer service should support all of our marketing, as without it we lose any chance of repeat business and run the risk of our customers telling others how bad we are. So the secret is to get the basics right every time and then find something that your competitors don’t do, to delight your customers every time.

Here are some tips that we’ve tried:

Take time to get to know your customer if you can. Listen to them and invite them to tell you how they find your products and service. Then, always acknowledge them – return their phone call or reply to that email.
Respond quickly to enquiries. Many businesses do this by setting deadlines (for example, replying to an email within 3 days or returning a phone call within 24 hours).
Think of ways to improve your customers’ experience. Can you carry their purchase to their car? Or put a thank you note in their bag? Following up with a phone call or email after they have bought from you also shows that you care what their experience has been like.
Recognise them! Whether you see your customer face to face or perhaps communicate with them another way – if you’ve met or dealt with them before, use their name and show that you value the relationship.
If you have staff, train them and make sure they are kept up to date with what’s happening in the business so that they are in the picture and provide the best possible information and service to your customers.

Now sit back and enjoy making friends with your customers!

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