Jul 25, 2019
by Elizabeth Slater
Most businesses are focused on their products. Making and/or offering the very best products you can, should always be at the top of the list. However, right underneath making the best products you can, should be meeting your guests and customers expectations.
Meeting expectations is a tricky thing as much of the time you don’t know what consumers are going to expect when they walk through the door. Nor do individual sets of consumers want the same thing.
Additionally, not all customer service/sales employees take the time or have the time to ask visitors questions about what they want. Yet, if you want to satisfy people’s wants, needs and expectations it’s important that a little time is spend finding out who they are.
Communication at all levels is important in any business. What any company wants and expects from all its employees should be clearly defined in writing and given as part of the package when anyone is employed. This is especially important in the case of those people who are regularly interacting with guests.
Be aware that the needs and wants of the first time visitor may be very different from those of long-term customers. First time guests may need more guidance and more encouragement to rely on their own judgment; whereas, long-term customers want to be treated as friends and valued for their loyalty.
A personal approach is by far the best way to make customers feel comfortable. They want to be able to find the information they need or want in a number of different ways.
When consumers visit your business premises make them feel welcome. The idea is always is to treat them in the way they want to be treated.
• When a consumer buys from you, get their address, phone number, email, etc. and ask them how they prefer to be contacted.
• Some people prefer a phone call, while others prefer an email or to be sent a letter.
• If you do get complaints try to give them options regarding possible solutions.
• Giving customers some control over the solution to the problem is more likely to make them feel more comfortable about the solution.
• If consumers have to wait for a product give them the specifics on when they expect to receive it. If there are delays, inform them immediately as to what has happened and why.
You want your customers to trust you and your products, to be happy they bought them and recommend you to others. The more transparent you can be with them the more this is likely to happen. If your customers can see that you are doing the best, you can then the delay or problem that has arisen is much less likely to affect their willingness to buy from you again.
If you are interested in scheduling Sales & Customer Service Training for your sales staff, drop me email at E@inshortmarketing.com
Elizabeth Slater,In Short Direct Marketing
Specializing in Customer Service & Sales Training That Works
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