Maintaining your customers is easy to do – that is, if you have amazing customer service strategies. Yes, strategies. Customer service isn’t a one-size fits all game. Some customers need a little bit of help while other customers need hand holding- and that is OK.
I’ve put together some great customer service ideas for you to implement today. These will help you win challenges with customers and maintain happiness among the already pleases… oh, and your brand loyalty will sky rocket.
1. Copy Starbucks. Yep, copy them. Starbucks has a really ridiculous customer service policy. They make you think you’re getting something for free when you’re not. Their slogan is “We will make it right.” Basically, if you’re drink isn’t right, they will remake it for free. Um, for $5 a cup- if it isn’t right- of course they are going to have to remake the drink. The only difference is now they will officially “make it right” and customers feel like they are getting something for nothing. If you make a mistake, you will correct it (hopefully) with your clients. So, why not advertise this as a guarantee?
2. Be random. Who doesn’t love random attention from a business? I scan my social media accounts and send personalized specials via DM (direct message) on Twitter or free trials of products I’m launching. I know some companies mail out personalized letters with Starbucks gift cards. The surprise element really does work! Try it.
3. Handle problems directly and quickly. As a business owner you will have challenges. Don’t run from them. Don’t cover them up. Customer service starts with ownership. If you can’t say “sorry” and mean it, you shouldn’t be in business. No one is perfect. And after you’ve corrected a problem quickly, ask if there is anything further you can do for that client. Schedule an eCard a week later thanking them for allowing you to correct the problem. Yes, this small gesture does work.
Until next time,
Velma Trayham
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