Be available or have someone be.
Business connect on various platforms today from the simple telephone to email,Facebook, twitter ect. As a general rule if you advertise or are active on a platform make sure you are available on those platforms by checking regularly or having someone check regularly.
Don’t keep someone waiting humans are impatient beings.
Answer Questions they haven’t asked yet.
Customers even though the might love your company or brand/product still just want to get all the necessary info as soon as possible.
When answering customer queries regarding a product for example , be as descriptive and as clear as possible so you can limit the constant back and forth making the process of buying from you as streamlined as possible.
If for example your customer emails you asking how much your Blender costs, but does not give a model number don’t reply with “which model are you referring too?” instead reply with the cost of your five most popular models and their respective features.
In your reply you could pitch in a question to show interest and even help the client decide which is best for their needs. The question could be as simple as “Hi John how often would you say you would need to use the blender and what types of items would you be blending”.
To Promise or not to Promise
Some marketers believe in never promising a client anything that way you cant be held responsible. This however is not practical sometimes customers sometimes demand a timeline or some sort of commitment.
Therefore its best to use your promises to your advantage, a promise to deliver the correct item in 24 hours after the wrong one was delivered will be exactly what is needed to mend you image in a clients eyes.
If you promise anything make sure you a able to deliver , if you promise to have an order ready by Wednesday make sure it is, this applies to all deadlines or appointments.
Go the extra mile even if there no immediate profit in it for you.
I once had a problem with the left-click button on my laptop it was abit stuck, i walked into a random laptop repair shop in Cape Town and the guy oppened and clipped it in and charged me nothing! So when i dropped my laptop a few months later where do you think i took it to be repaired?
Also a few of my buddies took their equipment to the same guy upon my recommendation. So yes i know it sounds abit counter intuitive to do things for free when you running a business, sometimes however going the extra mile can make you more money in the longrun.
A litlle extra wont hurt.
People love to feel special or appreciated, it does not need to be a big gesture it just needs to be meaningfull .
A guy who sold genuiene leather belts at a local flee market would offer to punch extra holes that suited their waist size for a better custom fit.
This is small but meaningfull as id rather buy it at his store then buy in a store and find an object that i could make a hole with (which usually ends up damaging the leather).
Or like a majour departmet store will send out coupons which you could use on your next purchase. One such thing happened to me when i stopped shopping at a store i usually did (wasnt anything they did just never had time) they sent me coupons for discount on my next purchase and when i still failed to go and use it, they sent me a diffrent coupon which i could use as cash to purchase from them which meant it wouldnt cost me anything!
Geuss what! When i went to use my coupon i ended up buying some other things i wanted and remenbered why i loved their products and have been back multiple times since.
Remember this truth, if you don’t take care of your cutomers your competition will. When you provide great cutomer service you will build your brand and in return gain many more customers.
Thats why the best marketing tool is still great Customer Service.
What Basic rules of customer service has worked for you?