If you’re wondering what sets decent companies apart from the top-performing companies in their industry, just take a look at how they treat their customers.
There is nothing more powerful than great customer service — and that’s coming straight from the mouths of your customers themselves. According to research, 86 percent of people will pay more if they know their experience with a business will be better. Not only that, but 32 percent of customers will even walk away from a company after only one negative experience.
The more money you invest in your customer service efforts, the more money you’ll accumulate over time. Money shouldn’t be your only focus, of course, but increased revenue is what allows you to grow your business, expand your outreach, and enhance your offerings — all of which benefit your customers.
My company, Vision Solar, proudly posts customer testimonials on our website because we’re excited to share the experiences our customers have after working with our team. How do we do it? We put our customers first. Here’s how.
Take Good Care of Your Employees
Before you can put customers first, you have to put your employees first. Your team plays an essential role in the customer service your company extends to your customers. If they don’t believe in your mission, they’re not going to approach customer interactions with enthusiasm and passion. If they don’t like your products or services, it’s going to be obvious when they’re trying to sell them to customers.
Build a culture of positivity and respect at your company. Make sure your employees feel valued and supported. If you’re wondering what incentives and ideals would make your team the happiest, go right to the source and ask them for their feedback.
Create an Emotional Connection With Customers
If someone has a good experience with your company, they’ll probably return to your company when they’re in need of your services or want to purchase a product again. If you form a strong emotional connection with them, however, it’s not only guaranteed they’ll become a loyal customer, but they’ll tell their friends and family about your business as well.
Customers want to feel valued. They want to be seen as an actual person rather than as a sale. They don’t want their interactions with your employees to feel like a scripted talk track; they want you to connect with them on a more personal level.
Ask Your Customers for Feedback
I mentioned in the first section that the best way to know you’re creating the kind of culture your employees want to work in is by asking your team what’s important to them. The same is true for your customers. There are a lot of different touchpoints that happen along the customer buying journey, from the first contact customers make with your team to when you’re wrapping up a project or sale. Ask employees how they felt throughout the entire experience. What was something your company did that stood out? What can you improve about your customer service or services? Would they consider working with you again? The answers to these questions will inform the changes you make in the future, which can be critical to your growth and profitability.
There are a lot of things that can go wrong when you’re running a business, but if you put your customers at the center of everything you do, you set the foundation for success.
