BUSINESS AND TRAINING 11 more accessible and efficient , you demonstrate care and provide peace of mind to your customers .
Simple , powerful communication - Your customers are busy . They don ’ t care that you and your teams are also busy . They want to be kept in the loop and brought on the journey so that expectations are set and met . This shouldn ’ t take loads of time and effort . Automated and personalised notifications can win you more business faster and keep your teams and customers in the know .
The bottom line - People buy from people . Caring about your customers and their experience matters to your business ' s success . It can ’ t be delegated . It needs to be lived every day and shine through administrators and technicians .
Remember , your customers are your business . Make a point of showing your appreciation for them . Whether it is a simple “ thank you for your business ” over the phone , by email or in person , it can go a long way ! PA
Simple short updates like “ Hi James , we are on our way – see you in 25 minutes ” may seem simple but are extremely powerful . Doing a good job is a given . Making your customers feel special by personalising their journey from the moment they reach out to the moment they pay is what will set you apart .
Tools exist to take the burden out of delivering this level of service . Embracing these tools will allow you to be consistent and deliberate about keeping customers informed , engaged and satisfied .
Be feedback fit - If you don ’ t ask , you won ’ t know . Actively seeking feedback , bad or good , is essential for business improvement and growth . It shows customers that their opinions are valued beyond their purchases , enhancing trust and engagement .
“ You don ’ t like admin . Your customers don ’ t like admin . Especially if you make your admin your customer ' s admin .”
Criticism can be hard to hear . Not everyone is going to be happy . Embrace criticism as an opportunity .