1. The customer has to feel like they are getting something special.
Remember their name and use it often. Get to know something about
them. The more special they feel the more they will want to return to see
you. Guaranteed.
2. Be willing to go the extra mile. By going the extra mile they
do feel they are the most special person to us. Something we offer is
beautiful gift-wrapping at no extra charge. From the time I was a child I
loved to wrap gifts. Now I have the opportunity to do this on a daily
basis. This is an added value I provide. What added valued can you add to
let you customers know you are going the extra mile?
3. Never make a customer feel as if what they are asking for is
ridiculous. Although there may be occasion that what they are asking
for is more than you can do, it is in the way you let them know this that
determines the feeling they get from the experience.
4. Be knowledgeable about your product or service and industry.
When my customers look to me to make suggestions they feel a sense of
security in knowing that I know my product line extremely well. I pride
myself in helping my customers select just the right gift for whomever
they are choosing it for.
5. Realize you are dealing with real people with real needs.
Regardless of the business you are in, people make the choice to do
business with you. If they feel like their needs are being met, they tend
to return again and again. Interestingly, there are some customers I have
never met face-to-face. Many find me on the Internet. I have customers all
over the world and each one is so special to me and they know it. You can
have a great relationship with your customers face-to-face or over the
phone.
6. Make the experience pleasant. When my customers feel that the
experience was so pleasant more times then not they will return for their
next gift giving needs. Again, whether it is over the phone or
face-to-face I want my customers to know how important they are to me. And
I will do whatever is humanly possible to let them know this.
As you think about your experiences with customer service, what is it
that makes the experience so special? And do people feel your level of
service is the best it can be? You will find that by building a loyal
customer base you will be able to thrive in your business for years to
come.
Patricia Twitchell is the proprietor of Just Bears and
Stuff, a unique gift shop located in Myrtle Creek, Oregon. Nestled in the
scenic mountains, it is a favorite place to visit for people from all over
the country. She publishes a free ezine with teddy bear facts. It's
available at
www.justbearsandstuff.com. Call 1.541.863.6037