Small Business Resource

Keeping customers happy is a one by one task, there’s no mold or formula. What keeps one customer happy most likely will not keep another one happy.

I find it best to listen and understand what makes your customer tick and then addressing their needs individually. Always understand and be able to view the big picture ….. their side vs your side.

Remember, when Communication breaks down so do relationships.

At the end of the day, actually DO all the things you say you are going to do.

If strategic planning has been made, insure all benchmark steps and commitments have been met.

Don’t leave questions unanswered. You know, the ” I’ll get back to you on that.” Respond to them before they call and ask again.

Be proactive. If they were supposed to get back you on something and they don’t, call them and follow up.

Be honest. Work with them to solve problems and forge ahead.

Don’t worry about keeping your customer happy, focus on the tasks at hand. Utimately if the goals are met, it’s productive, and the overall expereince is good, they will be happy.

There is no firm formula, but these all help:

1. Do what you say you are going to do.

2. Don’t lie.

3. Tell them when you do not know something, so they trust you when you say you do.

4. Be a decent person.

5. Respond quickly even if it’s to say you can’t respond until later.

6. Remember what they tell you, and course correct as you get feedback.

7. Know what they want …. including what they do not yet know they want.

8. Under promise …. in other words don’t let your mouth write checks your actions can’t cash.

9. Over deliver …. always give more than expected or promised.

10. In short it boils down to this …. treat them like you want to be treated. It’s just that simple.

One thing is true, you cannot keep everyone happy all of the time. What you have to do is minimize the damage that an unhappy customer can bring. This is one area where the new world of Social Media assists both marketing efforts and customer service. When a customer is about to leave you must know what is necessary to retain them. Conversely you must know when it is best to just let them go.

Some of this is about demographics. Is the customer part of the demographic that you feel are the key focus for your organization? Often if is a fine line of judgement. But offering a personal service has a lot to do with it. As does the need to listen to and understand what the customer is looking for.

Taking a page from Dr Tony Alessandra, you have only one goal in being in business–that is to acquire and maintain customers. The only way you do that is to be totally immersed in the voice of the customer.

What are they telling you is important to them and are you completely responding to those wishes. If you are not then your are listening to the voice of the business which may be in direct contradiction to what your clients want. Turn your processes in the right direction by providing exactly what your clients expect …. and then some. Become your clients WOW factor. Do this and your clients will be happy.