Make Your Customers Love You

Customer service is one of the most transferable skills that you can possess.  In almost every role, in every company, in every industry, you will have customers that you need to make happy.   Luckily, it’s pretty easy to make your customers love you!

Let’s take a look at some simple ways to improve your service delivery and make your customers love you.

It Starts with Mindset

Providing excellent service starts before you ever interact with a customer. In order to provide excellent service, you must have the right mindset. One that is focused on helping the customer, providing solutions, and ignoring any negativity thrown your way.

One quick exercise to get in the right mindset with even the most difficult of customers is to imagine that every customer is having the worst day of their lives.  This will help you meet each interaction with empathy and a focus on providing help.

What the Customer Sees Matters

Customers begin to assess the interaction within milliseconds. Everything they see from the moment they begin interacting with you begins to influence their perception. Meaning every little thing that the customer sees matters.

If you are in a brick and mortar location- everything from the parking lot to your own appearance needs to be paid attention to. If you are helping customers online, your website and online banking should be simple to understand and on-brand.

 

Positive Language Creates a Positive Interaction

Customers are looking to work with people that are confident, knowledgeable, and willing to help.  You can convey this by using positive language.  Ensure that the words and phrases that you use with customers are easy to understand and convey your willingness to assist them.

One way that this can come to life is always to look for a way to say yes. Even if you can’t provide a customer with what they need, provide an alternative solution that will help them.

For example, if you don’t offer a particular product the customer is looking for, offer to help them find something that could fit their needs. If that is not possible, offer the name of a competitor that may offer it.  Seem strange to send your customer to a competitor?  it may seem counter-intuitive but I guarantee the customer will remember your willingness to help and will come back to you for their future needs.

Know Where Your Customer Prefers to Do Business With You

Customers are looking to do business with companies where they prefer.  They want choices.  You can make your customers love you by knowing where your customers like to do business and having a really strong understanding of how to do business there.

For example, more and more customers are turning to social media for help. However, very few companies provide training around how to deliver a good experience there.  Knowing how to show up for customers will go far in improving your customer service skills.

A Complaint is an Opportunity

Every time a customer complains, they are giving you a gift.  Wait, what?!  A customer complaining certainly doesn’t seem like a gift. But hear me out…

For every customer that complains, there are 25 others out there that won’t. These silent unhappy customers are dangerous because will just leave without ever giving you a warning. Therefore, every time a customer complains, it is actually an opportunity to learn about how you can improve the experience for not only the complaining customer but for everyone else.

Not only that but when a customer has a problem and you fix it, they become more loyal to you.  They have trust that if something goes wrong, you will make it right.  This loyalty will pay off in increased retention, lower costs, and increased sales.  Sounds like a win-win to me!

Note: I’m not saying handling complaints is easy, check out these affirmations for stressful days!

These are just a few ways to deliver an exceptional customer experience and make your customers love you!  If you are interested in learning more, check out the Make Your Customers Love You course. This comprehensive self-paced course will provide more detail on developing the right mindset, learning what the customer expects and how to provide it, as well as identifying and helping upset customers.

CLICK HERE TO CHECK OUT THE MAKE YOUR CUSTOMER LOVE YOU COURSE

 

What are your customer service tips?  What makes you love a business as a consumer? Leave a comment below!