So many companies offer sub-par service that customers have come to expect it. When you provide great service, it helps you stand out from your competition. It also increases trust, loyalty, and the likelihood that customers will recommend you.
So how can you make sure you’re providing exceptional customer service?
Make a great impression.
Think about the last time someone made a good impression on you. What gave you that impression? It was likely a combination of the way they presented themselves and how they acted towards you.
Did they smile a lot? Did they seem put together because they dressed nicely and introduced themselves confidently? Did they seem interested in you and what you had to say?
You can do these same things (and more) to make a great impression on your customers. Every client wants to feel that they picked the right person for the job. Make sure your customer knows they did!
Keep it simple.
Give your customer all the information they need in an easy to understand way. Jargon may make you sound "professional" but it can lead to frustration and miscommunication.
Explain the options and the work you’ll do while keeping the language as simple as possible. Making the information clear and customer-friendly prevents misunderstandings and builds trust.
When a lead or customer contacts you, make sure they know that they're a priority and not being pushed to the back-burner. Even a quick reply letting them know you’ll get back to them shortly will show you care about their business.
Be honest & transparent.
Trust is vital in any relationship, including the one with your customers. If a potential problem arises, talk it through with the customer as soon as possible. They need to be able to trust that you have everything under control. It’s always better for them to hear about an issue from you, rather than discovering it on their own.
Not every job goes smoothly. There will be times when you need to deal with problems. When an issue occurs, take responsibility for the situation even if it wasn’t your fault. That doesn't mean taking the blame if you didn't cause the problem, but do take initiative in finding a solution.
Taking responsibility and steps to fix the situation will help relieve your customer’s stress and increases their trust in you.
If a customer comes to you with a suggestion for how your service could be better, be open to what they have to say. You may not agree, but they took time out of their busy schedule to share their thoughts with you. Listening to their suggestions will give you a deeper understanding of your customers and strengthen your relationship with them.
Stay in touch.
The end of a project isn’t the end of your relationship with a customer. Checking in with an email or quick call is a great way to make sure they’re satisfied and have everything they need. It’s also a great opportunity to see if they need any other services and to ask for referrals. When you show you care, they’re more likely to come to you with repeat business and refer you to people they know.
A message like “I wanted to follow up to make sure you’re still happy with our work. Keep us in mind for your next project, and let us know if you have any questions!” can ensure that customer keeps coming back, and tells their friends.
You may have noticed by now that providing amazing service comes down to trust and communication. Using these 7 tips, your customers will be confident that you're the right person for the job. You’ll stand out from your competition and have loyal clients that keep coming back!