The goal of almost every businessperson is to have as many customers as possible buying as many products or services as possible, and at the highest price possible. Of course there are variations. If you are a “discount” store and you are trying to offer the lowest price then it is upon you to be able to buy stuff cheaper to sell.
Once you get those customers in the door the first time, your next goal is to have as many of them come back again, and again, and again. You need to create maximum customer satisfaction to achieve maximum customer loyalty. While no business can perfectly please every customer, the primary need is to have as few angry customers as possible. If a customer becomes P.O.’d they are most likely not to return to buy more of your products at whatever price you are selling. Worse yet, they will now go on their social media platform or platforms of choice and tell everyone they can not to come buy your products or services.
So how can we avoid getting to the point of no return?
- Always Under Promise and Over Deliver – managing expectations is key. If a customer gets a better deal than they expect, if they get more food on their plate than they expect, if they save more money than they expected, they will probably be happy and tell others.
- Be Realistic. – There are three aspects to business: Price, Quality, and Service. In 95% of businesses, the customer can have any 2 but rarely can you have all 3. If something is good quality and the business provides excellent service, it probably won’t be a low price, etc.
- Finally, TRAIN YOUR EMPLOYEES HOW TO SERVE CUSTOMERS. – This is the most important aspect. Do not assume your employees know how to handle customers (especially unhappy ones) or even how to deal with people. I cannot say this enough.
For more on how to improve your customer service, visit my website at https://coachmikenow.com. There you can schedule a complimentary 30 minute session with me to discuss how we can help your business be the star with your customers.