Is it possible to keep your customers satisfied all the time? You may work in a particularly complex industry and scoff at such a question! Surely there is no way to keep a 100% customer satisfaction rate.
But why not? If you can honestly say that you aim for each of the following actions, you may find the satisfaction rate of your customers increases exponentially:
- Fast response is paramount. Surprise your customers by getting back to them within an hour (rather than 24 hours) - and not responding at all is simply not an option! Even if you don’t have the answer, reply to let them know you are working in it. This is such a simple one, but it never cease to amaze me how often businesses are not doing it!
- Offer solutions and choices. Particularly when a customer comes to you with a complaint, this gives them reassurance and helps them to feel included in resolving the issue.
- Astound your customers. Don’t just ‘satisfy’ them, but do something well beyond what they expect. This will turn your customers into raving fans and they will remain long term customers. Weave these ‘extras’ into your every day procedures and your business will soon an enviable reputation.
- Offer compensation. Wherever possible, offer a small compensation for ‘inconvenience caused’ or ‘for their understanding’. Most people are reasonable and you can turn an annoyed customer into one who appreciates when circumstances were out of your control. So often it is the way the process is handled that far outweighs the issue.
Michelle Grice writes a weekly column for business women in The Western Weekender
