Are you dealing with unhappy customers on a daily basis? Well, we hate to break this to you: it’s you, not them. But, we have a few ideas on how to fix it.
Have you ever gone to the opposite side of town just to shop in that one store where you always feel welcome? Chances are, more than once. And you’re not the only one who does that.
Customer service may be the single most important factor that can differentiate your brand in a sea of competition. Brands that constantly respond to the challenge of providing extraordinary customer experiences for their consumers are more likely to prosper. At the same time, the future of those that fail to meet at least the basic expectations from their customers doesn’t look very bright.
And these aren’t just empty words: statistics back it up. Did you know that for 90% of Americans customer service is a vital factor when choosing a company to do business with? More than half of them will give up on your brand if they’re not happy with how they’re treated, while more than 85% of consumers will buy from you again if they received excellent customer service.
So, how will you know if you’re doing it wrong? Look for these seven signs, and if you happen to recognize them in your customer service, worry not. We’re also providing you with seven ideas on how to do things better.
1. You Don’t Pay Much Attention to the Welcome
First impressions last. That’s your chance to win your new customers over and make them want to return. But if you don’t welcome your customers properly, you probably won’t see them again.
Many surveys show that customer acquisition costs are much higher than what you’d spend on a good customer retention strategy. In fact, they can be five to 25 times higher. Nevertheless, 44% of companies worldwide still focus on customer acquisition strategies rather than nurturing their existing ones.
So, what should you do then?
If you do your best to make a customer’s first experience with you memorable, or at least very pleasant, they’ll be more likely to purchase from you again, recommend you to their friends and family, or try your new products.
With that in mind, ensure that you have welcoming staff who do their job efficiently.
- Show your customers that you also value their time, and not only their money. So no fluff, get straight to the point.
- Friendly faces should go without saying, but we’ll mention it anyway.
- Don’t forget to ditch the patronizing tone, as it’s easy to slip into it, especially if you’re dealing with customers who know little about your product or service.
2. You Receive Lots of Complaints
Yes, there are clients who are pretty hard to please. They’ll be unhappy no matter what you do. But, if you keep receiving complaints about your service day after day, there must be something that’s not working well.
Did you get a few bad reviews on Facebook or Google? The worst thing you could do is ignore them or start a discussion. Instead, apologize and offer a solution. Always keep a professional tone.
However, it’s even more important to address the complaint in reality and try to solve the issue to avoid complaints in the future.
3. Your Customers Usually don’t Come Back
In 2020, 86% of consumers said that they would pay more for a product or service if they were happy with the customer experience.
So, it’s not about your prices. The answer lies in how you make your customers feel. Even if you have a pretty good sales volume, you may want to check how many recurring customers you have.
Very few? It may be due to poor customer service.
Did you know that almost 80% of respondents in a survey would do business with a company that made a mistake, in case their customer experience was extraordinary?
So, even if you mess something up the first time, you have a chance to make it up to your customer by providing great customer service. How about a loyalty program or discounts for regular customers?
That may give them a reason to come back.
4. You’re Aiming at Making Every Interaction as Quickly as Possible
Of course, people don’t like wasting their time and will probably complain about waiting for too long to be served. Or if you keep transferring them from one department to another. They want a quick fix for their problem. But when we’re talking about customer service, in some cases fast doesn’t mean satisfactory.
How so? Your consumers don’t want to feel like they’re just another number. They want a personalized experience. If you interact with them on a more personal level, they will feel more welcome and more comfortable. And when you create a comfortable environment for your consumers, they will feel more comfortable with spending money, as well as returning.
5. You Only Care About Vanity Metrics
Having millions of followers on social media sure sounds cool, but it doesn’t mean anything when it comes to your brand – or sales. Building a community has much more value for any company because people who trust you and whose values resonate with yours are those who buy from you.
That’s why social media isn’t only about creating nice visuals and writing witty copy. Today, it’s a huge part of the customer experience since many consumers will engage with brands on social media before they make a purchase. That happens because a customer is more likely to form an emotional connection to your brand, and emotions sell better than any other strategy.
6. You’re not Very Responsive
Why do you think Facebook informs users of how long a brand typically takes to respond to a message? Because it’s an important factor that affects how people will feel about you.
Research conducted last year showed that almost 80% of people expect you to reply in less than a day, while 40% of respondents said they’d like an answer within an hour after they’ve reached out.
Many of the messages you’ll receive will be product or service-related. Why is that so? Because today, a big part of your customer journey will happen online – before a customer even enters your store or office. They’ll do thorough research on what they need and if they choose to reach out to you on social media, chances are that they’re almost ready to make a purchase.
So, what happens if you don’t reply to your followers’ comments and messages for days? They become less likely to buy from you.
Why waste such opportunities? Hiring a social media manager or at least monitoring your social media channels more often can easily fix the problem.
7. You Lack Flexibility
It’s not always possible to meet every need your customers have. If a prospect lives too far from your cosmetic salon, there’s nothing you can do. But, if they live too far from your language school, why not offer online lessons?
Even if you’re not used to these, you might give it a try.
Sticking to your rules and schedules too strictly can only harm your reputation. People appreciate it when you go out of your way to help them and make their customer experience positive.
More than 60% of consumers value brands that can anticipate their unique needs, and even B2B buyers expect it. To build brand loyalty and provide great customer service, you should try to accommodate your consumers whenever possible. They’re likely in a constant rush and need someone whose flexibility they can count on.
Easy Fixes for Significant Improvements
See how easily you can make poor customer service better?
If you keep in mind that your customers want to feel heard and valued, it shouldn’t be too hard to apply the tips we’ve given you. Flexibility, responsiveness, and showing that you care about your customers can truly go a long way.
It’s vital not to underestimate the power of top-quality customer service. If you want your business to grow, begin by implementing one or two ideas from this article. You’ll be amazed by the difference it can make.
