 Reward Your Customers Rewarding customers' loyalty is a common practise. A free gift, a discount here and there…anything just to say thank you for their continued loyalty: unexpected actions are always welcomed by customers. Deal with Complaints Effectively Customers complain for a number of reasons ranging from faulty goods to a late delivery. Everyone gets complaints so don't think that your business has come to an abrupt end just because you have suddenly received a complaint or two. . The key lies with how effectively you deal with complaints ensuring that at the end of the day, the customer is satisfied with your proposed actions/settlement.
Make sure that at least one person in your business, if not you, is capable of dealing with complaints. Create a complaints policy if it helps, outlining the main procedures of dealing with complaints and the customers' rights. Make it easy for customers to complain if they have to. It will only make them angrier if they have found it difficult to contact you. You could possibly set up a free-phone query line, or if you have an on-line business - an e-mail option. Being all apologetic does not solely solve the issue. In addition, you should be sure that you can offer the customer a solution that keeps them happy to trade with you in the future. Depending on how serious the complaint was, you could offer them a discount on their next purchase, etc. Don't create a situation where the customer has to pay anything to rectify the problem: if another product has to be delivered, YOU should pay the delivery charges. Sometimes it is hard to face, but remember: the customer is always right. Reflect Your Business When customers visit your premises, what first impressions do they get about your business and your concern for customers? Is it inviting and easy for the customer to find what they are looking for? It is a fact that many people get their impressions of your business by the layout and décor of your premises.
Similarly, if you have an on-line business, do you expect people to buy from you if your web site has poor design and navigation? Although this section relates highly to other areas of marketing, it still all comes down to caring for your customers: if you cared - you would make an effort to keep them. Summary The difference between good and poor customer relations may be the difference between having a successful business and not. It is important that you always put your customers first and constantly do your best to adapt to their expectations and needs. Having good customer relations can be a powerful marketing tool giving you an immediate advantage over your competitors, even if they offer lower prices: the fact is, loyal customers prefer a good service and value for money. Building customer relations is done through a number of actions and so it is important that you implement the right mix to gain the loyalty and continued sales of your customers. Remember- it is much cheaper to keep your existing customers than finding new ones.
Relevant Articles
|
