One of the biggest secrets to business success is ‘Customers’ Happiness’, which some of us take lightly. In trying to make our offerings better & superior, we tend to overlook what customers are looking for. We may have a really good product in our hands but if it doesn’t serve what customers want, there’s no point.
Making customer service the primary factor of your company’s mission is an underrated key to success. By doing the same, customers feel special and delighted. In future, they even act as a brand advocate spreading the good words around them.
It’s important to consider what inspires customers to stick with you. Statistics say, winning new customers is at least 5 times more expensive than keeping the ones you already have. However, only 18% of companies focus their marketing efforts on enhancing relationships with their existing customers.
An angry customer is still a customer. That’s why it’s important to keep your customers cool all the time especially at the age of social media, where a small mistake can go viral within a fraction of second.
Customer service is a secret weapon. If you are still not convinced by the fact that customer service has an enormous effect on your success, then consider the following fact.
According to a study, 60% of people said they always share a bad customer experience with others. And, they tell 3 times as many people than they do when they’ve had a good experience.
Here’s how you can turn even the angriest customers around – no matter what business you’re in.
Make it Easy for them:
Put your contact details (like phone number and email) easily visible on your website. Don’t irritate your customers; Make yourself reachable always.
Hit the First 30 Seconds:
First impression lasts long. Your first 30-seconds of interaction can make or break the deal. Hence, aim to establish a mutual purpose.
Here are a few ways you can talk to a frustrated customer to get him/her back:
“Thank you for reaching out. We’re extremely sorry for the inconvenience.“
“Sorry for the inconvenience- I’m here to help you in every way I can“
Your first goal should always be to deliver a sincere apology and empathize with the customer. Then you should state your intention to help them out- which is their ultimate requirement. This diffuses the customer complains and makes them open up for seeking a solution.
Get them Involved:
Another effective way is to invite an unhappy customer into your beta program. Offer them an insider’s access to your upcoming programs and help you find bugs from a user’s point of view. So they’ll feel involved.
Some people may not agree to help you when they are frustrated or unhappy. But many folks will appreciate the opportunity.
Ask for the Feedback:
After a few days, check back with your customers… asking them if they’re happy or not. If they are, then convey how important they are for you.
Don’t shy away in asking if they have any suggestions or testimonials. If they deny, just politely reply “It’s OK”. Be a sport always!
Be humble, pro-active & open to all suggestions. Show some patience & your dedication to the customers will always pay off. It’s always a long game!
Good luck 🙂