Just this week, I received EXCEPTIONAL CUSTOMER SERVICE from a company that I had never even shopped with. My best friend´s mother recently passed away, and I wanted to do something special and organise two beautiful rose bushes to be planted – one in her dad´s garden, and one for my friend´s garden. I live in Spain, and my friend is in Scotland. Due to time restraints, current restrictions and the time of year, it was proving impossible. Florabella Bothwell, a local florist in the area where I used to live, went above and beyond. As they were unable to help, they tried to come up with another solution for me and were even willing to go out of their way, and in their own time to find something that might be suitable by going to a larger business and buying an alternative. This was absolutely amazing of them. I cannot recommend them highly enough, and there is no doubt in my mind, if I am planning to send flowers to any of my friends in Scotland, I would not look anywhere else. Thank you
It´s get to know your customers day today! This takes place on the third Thursday of each quarter (January, April, July and October). It´s a good time to reach out to your customers and think of ways to go above and beyond and provide amazing customer service with the fantastic range of products or services you have available.
Here are some top tips;
BE HELPFUL, KNOWLEDGEABLE AND PASSIONATE
You don´t need to just sell your products or services – you need to live them, and go that extra mile. Be memorable!
- Answer questions fully
- Provide support over “pain points”
- Share useful information
CREATE A BRIEF SURVEY
In the recent months, your customers attitudes and buying trends may well have changed. Create some questions to help you find out.
- What has changed for them since COVID?
- What are their least favourite and most loved products/services that you provide?
- What can you do to make your services more convenient?
These are just some examples. Ask meaningful questions, thank your customers for their time, offer a small token of appreciation – perhaps a gift card or a discount voucher.
RESPOND ON SOCIAL MEDIA
Be visible and consistent on your social media platforms.
- Respond to both negative and rave reviews/comments
- Prove that you are listening to their concerns and compliments by replying to comments. Don´t just add an emoji!
- It only takes a minute to share your contact information
- Thank and acknowledge any third party referrals
- Comment and offer to help any enquiries
- Ask long term clients to leave a positive review
BE PERSONAL – BE HUMAN – BE APPROACHABLE – BE YOU
This is so important for rapport and building long term relationships and word of mouth referrals from your clients.
- Use your customers name
- A “hello” can make anyone´s day brighter, but using their name shows you have remembered)
- Whether in your premises, over email or on the phone, it´s a simple way to keep your customers from feeling just like another euro or number
OFFER A LOYALTY PROGRAM
- They encourage repeat purchases
- Loyalty programmes are an easy way to see exactly what rewards motivate your buyers
- For example – what makes your clients lives easier – a free sample oil, or a discount from a massage?
- Use this data to inspire future promotions and address your clients “pain points” head on
KNOW WHERE YOUR CUSTOMERS HANG OUT
More so now as we move much of our businesses online, it is vital you know this and are able to understand how the platforms can work for you.
- Do they use Facebook, Instagram, LinkedIn – or other platforms?
- Do they ask questions through your website, email or WhatsApp?
- Do they prefer to be face to face (or on zoom)?
- Get a better picture of your clients by spending some time and attention toward the social media channels they are using in their daily activities.
HOST AN EVENT
Encourage your customers to get to know you. “Know, Like and Trust” is what it is all about. Some people will buy simply because they need something and you can provide it – others will take time to make a buying decision – but people buy from people, and if they know you, like you and trust you – why would they go elsewhere?
- Relationships are a 2 way street
- Make yourself available
- Invite clients to chat with you – maybe once a month or so ONLINE or over a coffee if you have premises/boutique or salon etc
- You could organise an “ask me anything” session, an open evening, casual chat, or networking event
- You could organise a private/VIP (numbers are restricted now anyway) for a beauty event, a preview of new fashion stock, a demonstration of how you design your jewellery etc
KEEP IN TOUCH
Stay in contact. Be proactive, but not bothersome. Don´t just wait until they come to you each time.
- Keep the converstation going over email/newsletter
- Follow up after a purchase with a thank you or ask them how they are loving their new item
- Send monthly emails with discounts or offers or a friendly reminder when you know they should be about to need your services or products again soon
- Communication doesn´t always have to be sales orientated – in fact, it shouldn´t. It should be a mix of business, information, maybe something fun or personal or behind the scenes, offers and also asking for feedback
PERSONALISE YOUR SERVICE
You can really only do this when you know your customers – but it will go a long way in receiving their loyalty and recommendations
- Offer discounts tailored to their needs
- Personalise your interactions with them (birthdays, anniversaries, holidays, number of years they have been your client etc)
- Offer special gifts/giveaways or even chocolates or flowers to your regular clients
Please share any tips you might have for getting to know your customers. We all need to pull together and help. I hope some of the above ideas were useful as well as the fantastic example of Customer Care.
REMEMBER – CUSTOMER IS KING! (OR QUEEN)