The 4 Customer “Must Haves”
By Lisa Ford, author of the videotape series How to Give Exceptional Customer Service, the No. 1 selling business tapes in the U.S.
Let me state the obvious - customers are very demanding and extremely tough to satisfy. The best companies are trying to figure out how to stay one step ahead of the fickle customer. There are many initiatives and “must haves,” however, let’s start with this short list –
1. Deliver the product or service right the first time. Be consistent. Be reliable. This means looking at processes, systems and the skills of your people. Getting the basics right solves most of your issues and can create very loyal customers. Customers love one contact and no hassles.
2. Make it easy. Multichannel access is a must. You know this but what you know needs to match the reality of how you are engaging your customers. Customer’s desire for transparency is here to stay. They like the access to information and knowledge of how your company works. The customer knows how to work the system, you better be connected and responsive – fast is the operative word.
3. Have fixes ready. Customers want problems fixed fast. It is likely unhappy customers are on hold with your call centers while tweeting their dissatisfaction. Have real people ready with real answers – not scripts. Your representatives are the voice and ambassador of your company. Use them wisely to amp up customer loyalty.
4. Give them a reason to return. Customers want a memorable experience. They will tell others and become your advocate. With customers becoming so savvy, the world is now your competition. Customers compare all service experiences not just ones in your industry. Stop talking about improving the experience and strengthen the relationship, start doing it. Your team holds the keys to making the experience one that creates positive buzz.
Customers are picky, demanding and impatient. Their “must haves” will drive them to shop around. Make certain your service will have them stick with you for the long haul.
Lisa Ford is a business speaker and author focusing on customer issues. Her DVD training series is a best seller and is used by many teams. She can be reached at 770.394.4860 and www.lisaford.com.