Last week we spoke about the key to building a solid customer service plan and how to decide what your vision is.
Today we’ll talk about taking your already satisfied customers and turning them into raving fans. You must know who your customers are, what they want and how best to serve them. Demographics are really important here. For example, a career woman in her 30’s is going to have completely different expectations than a semi retired man in his 60’s
There are four main areas you need to consider and plan when figuring out what your customers want:
- Listen to Your Customers
- Ask Your Customers Sincerely
- Offer More than Just a Product/Service
- Know When to let them go
These are all essential when determining what your customers want out of their shopping experience.
Listen to Your Customers
It is important to listen to both what they say and what they don’t say. Customers may say they want one thing when really they mean something else. For example, if your customers are begging for lower prices, you may find out their real priority is quick delivery.
Also, listen to your “silent” customers. These are the customers that don’t bother to complain because they are unhappy with the service and feel unheard. They may feel unwanted and when a competitor shows up, they’ll be gone.
Lastly, you need to listen to customers who only reply with “fine”. These customers are similar to the “silent” customers in that they are so used to bad customer service they only give minimal feedback.
Ask Your Customers Sincerely
Your customers will know if you’re not being sincere when asking their opinion on their experience. You may be thinking “what about the customers who aren’t saying anything?” You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really value them as customers, and you should!
Offer More than Just a Product/Service
Your customers are looking for much more than a simple product or service, they are looking for an experience that makes them feel good about their purchase decision. Customers gauge every step of the process with a value. When you take this into consideration and treat them like people, they will feel like they belong.
Know When to Let them Go
The reality is, you can’t please everyone and some people will never be happy no matter what you do for them. You need to set boundaries and stick to them. Your vision and company may not meet the needs of every customer, and that’s okay. They will be best suited somewhere else.
These are the steps and tricks to figuring out what your customers want and how you can use them to work on your customer service vision and plan.
If you get stuck, try our GUIDED TOUR and let us help you through the process.