We’re still celebrating Valentine’s Day by dedicating February to a month of love. (Have great stories? We’re still looking!)
Customers like to feel appreciated, valued and supported. Here are three ways to show your customers you care.
1. Hire the right employees.
Nothing chips away at a relationship like a front-line employee who is indifferent, apathetic or just plain rude. Much of this starts with WHO these people are, not just how you train them. If they are not the types who already care about people, they are wrong for dealing with your customers. Your customers will have questions, concerns and complaints. The right person listening can make the entire difference between loyalty and defection.
2. Communicate how you actually like to be talked to.
While there is a place for legal mumbo-jumbo, it shouldn’t drive every piece of communication with your customers. In fact, your customer should feel like you are actually speaking directly to him or her. If you know in your heart nobody would read the 10-page policy, then don’t send it. Send a clear and easy-to-understand summary with references to the policy document instead. Give people what they want and need, not just what you think your company needs.
3. Respond and react ASAP!
This one comes up over and over, often in the context of social media. It’s so much more than just responding quickly, it’s actually reacting to what the customer is requesting. Customers often ask for easy things that are deemed “not important” by the company because it’s not one of the major priorities. A quick change on the web site responding to one customer’s request often solves the same dilemma for several dozens or even thousands more. And be sure to communicate back to the customers on what changes are being made.
3 ways to show your customers the love. The best part of love is that it truly multiplies as much as we let it. There is no limit! Once you show you care, they will care right back.
What are other ways you’ve felt the love as a customer? What are ways your company is sharing the love with your customers?