Terri Stephens | 403-827-4663

 
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Smile when you're on the phone

All employees who have phone time with your customers must be happy, or they have to be removed. A smile can be "felt and heard" even through e-mail or phone lines. Ask your employees to look in a mirror to see how they look when they are on the phone speaking to customers.

 

Ask your clients what they want

Then give it to them, if it's in your power to do so. Marketing becomes easy when you care enough to ask how you can serve people. Do surveys, hold contests, simply ask and pay very close attention to the responses you receive.

 

If someone wants their money back, return it cheerfully

Then ask if you can do anything else to make it right. One refund done well could produce 10 or more positive referrals. How many times have you been disappointed with a product, but happy with the customer service you received when you sought a return or refund? If you make it easy for unhappy customers to be satisfied, chances are, they'll be back.

 

Take customer loyalty seriously

Give bonuses, offer free shipping and do unexpected "nice" things. When a client says they are in a hurry, offer them upgraded shipping at no cost. Add a personalized card, follow up on purchases, and make your customers feel special. Closeness matters, especially in the digital marketplace.

 

Thank your customers for their business

Make sure they know that you value their business. Don't take it for granted. Train your staff to always thank your customers for doing business with you.

 

Build community with your clients

Make them feel as though they have joined a family that cares enough to give them excellent service. Keep them involved with your business, and your business "top of mind" with e-mail messages, postcards and announcements, all as a way of saying, "we appreciate you."

One of the biggest paybacks of loving your customer is how it affects your team as a whole, your company mission and how it sets you apart in a marketplace where far too many firms focus only on the sale and not on the happiness of the consumer.

 

Love your customers. It makes all the difference in the world.

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