Business and training
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Tips to improve the customer experience
The key to repeat business is not any one thing . You must look at the big picture and improve the customer experience .
By
Amanda Clark
When seeking to draw repeat business , the most important factor is not necessarily the quality of the service you provide or even the affordability . In a sense , it ’ s all of this and more . It ’ s the customer experience — the big picture , the way your customer ultimately feels after completing the transaction .
Many factors can impact customer experience , ranging from the courteousness of your service professionals to the timeliness of service and anything you can do to make a better customer experience . These will ultimately boost the odds of a customer calling you again in the future — as well as recommending you to friends .
But how can you improve the customer experience ? The answer may be different from one company to the next , but here are a few quick suggestions you might consider :
• Empower your customers to help themselves . This is going to depend heavily on the quality of your website , which should enable your customers to find the answers they are looking for and make informed decisions about the products or services they need . A FAQ page and / or a live chat function are ideal , while informative blog posts , videos , or how-to tips can also work well .
• Set the right expectations . Do you return all client phone calls in under an hour ’ s time ? Do you make service calls within a 24-hour span ? Do you provide free estimates or consultations ? Whatever perks or amenities you offer to clients , make sure you advertise them on your site , and then follow through with them . Condition the customer to expect greatness from you and to notice the things that make your business stand out .
• Make it easy for customers to follow up with you . Furnish receipts or business cards to each customer , providing them with some clear ways to get in touch with you for any further needs . Don ’ t hide from them , but encourage follow-ups .
• Solicit customer feedback . Customers are impressed by businesses that strive to be better and take consumer suggestions to heart . Send
customer surveys and really listen to what your customers are telling you . Implement changes when you can and show your customers that you really do care .
• Make sure your service technicians are informed . Equip them with documentation and pamphlets they can provide to customers regarding related or follow-up products , as well as the paperwork they need to answer questions or deal with customer enquiries .
• Keep good customer records . Make sure your service technicians always know the history of the customer they are helping — past service calls and the like — so that customers do not have to repeat themselves any more than is necessary .
The customer experience , in the end , is the difference between one-time and repeat customers — and it ’ s something over which you have a fair amount of control . Take steps to improve the experience of your customers today and see how it translates into more repeat business and more referral customers . That ’ s the goal here , and with these steps , it ’ s a goal your company can attain .
Source Reprinted , with permission , from the January 2017 issue of Plumber , Three Lakes , Wisconsin , US . PA
About the author Amanda E Clark is the president and editor-in-chief of Grammar Chic Inc . www . plumbingafrica . co . za March 2017 Volume 23 I Number 1