New research from NewVoiceMedia found that an estimated $62 billion is lost in the U.S. due to poor customer service. The same survey found that over 51 percent of people will never use a business again after a poor customer service experience. With Get to Know Your Customers Day coming up on July 20, it’s important to remember why customers are so important in the life of a small business.
Without customers, there’s no business. Without business, there’s no money. That’s why it’s imperative to consistently fine tune your business’ customer service etiquette. Returning customers is where businesses can potentially make their most money. Don’t believe us? Here are the some of the ways you can improve your relationship with your customers and in turn improve your bottom line.
Start a Conversation
The first thing you need to do as a small business owner is get your employees starting conversations with customers, according to The UPS Store. It’s a great way to break the ice, and a powerful way to ensure that people will keep coming back to your store. Start talking to your customers and avoid making assumptions about them.
Always keep an open ear and make sure that you’re really paying attention to conversation. Make sure you have separate questions that you’ll ask a first-time customer and questions that you would ask someone who is returning, and try to remember details about returning customers.
Procure a Resolution
If there’s a problem, always fix it. Don’t let a customer leave unhappy. This should go without saying. When you consistently ensure that a customer has a great experience at your store, you’re building a professional bond with them, which will make them come back to your store and refer other people to it. By paying attention to what your customers are saying, you can make sure that you’re getting a guaranteed sale every single time.
Understand the Customer
It’s imperative to both sympathize and empathize with a customer. By understanding their wants and needs, you’re benefiting your business. Customers come back when they feel like they are cared about, and especially if they feel comfortable. Don’t just be an employee. Think about every time that you have been a customer.
It should go without saying that you should treat others how you want to be treated. By doing these things, you’re ensuring that people will return to your store. Not only should you take a walk in their shoes, according to Camino Financial, but you should also ask for their opinion. As long as your business takes the time to cater to the customer, then that’s all you’ll have to worry about.
If you own or operate a small business, make sure that you have obtained a commercial insurance package that will protect your operation from all possible risk factors. Forming great relationships with your customers can do wonders to reduce the risk of lawsuits, but you should make sure that all of your bases are covered. Contact your insurance agent today to learn more.
About David G. Sayles Insurance Services
At David G. Sayles Insurance Services, we strive to protect the investments of homeowners like you. Our comprehensive policies are customized for you to provide the exact coverage you need. For more information, contact us today at (800) 439-0292.