Keeping Customers Happy While Still Making Money
In a world where so many people are willing to do anything to get to the top, or be successful, it can be tempting at times to want to take shortcuts to success. However keep in mind, that it is much more gratifying knowing that you are helping people, even as you are profiting. What you throw out into the world will definitely come back to you, so you want to make sure you do good to others; Basically “Do unto others as you would like them to do unto you“. I believe is a no Brain-er ! Without further ado let me give you the top 5 tips to keeping your customers happy while still making a profit.
- Have integrity
- Short response delay
- Offer quality products and/or services
- Be patient with your customers
As previously stated in my intro , it is important to keep in mind that karma IS real. Even if it takes years for that karma to take effect don’t get it twisted, it will take effect at some point in your life, so make sure its GOOD karma! Its better to work harder to attain your goals, than trying to take shortcuts, which may have you trying to step on others to get there. Avoid the temptation AT ALL COSTS. You will be happy you took the high road.
Short Response Delay
Once you have your product and/or service that you are providing, make sure to be attentive to your customers needs before , during AND after they purchase your product/service. If your customer base is growing too fast to keep up, consider hiring customer service representatives or an assistant to keep track of customers needs. There may also be practical and useful software that can cater to this growing customer base as well. If you leave your customers waiting too long for a response they may give you a bad review or choose not to be a returning customer. They may also discourage friends or potential future customers from purchasing from you. Word of mouth travels far and fast. Don’t ruin the potential for positive feed back and word of mouth from your customers. A happy customer equals, consistent and ongoing revenue. Don’t mess it up!
So I am sure you have heard the saying ” Honesty is the best policy” Well its very true. Misleading your potential customers to your website , just to find out its not at all what they were expecting. Or worse promoting one thing on your website and delivering another, is a big no no. It all comes down to having a good reputation. Especially if you are looking for longevity in your business. What you promote must be what you deliver. Be honest about the price, and what you are providing. If it is a service, be upfront about the price without attaching some surprise fee at the end of their purchase. Then you will weed out bad or misdirected traffic.
Offer quality products and/or services
Products that are flimsy or do not do what they are “supposed” to, does not help your business at all. The better the product (in all aspects) the happier the customer. Take the time to produce quality products, therefore pay attention to detail, be active in the production of your product if you are not the one creating it personally, then take the time to ensure quality assurance. Give it a good presentation (nice packaging) If for any reason your product does not live up to its promise do not be cheap when it comes to refunds. Better to loose a sale and make a happy customer then to loose both. I would suggest sending them an improved version of the product for free, hence insuring a good reputation and positive word of mouth.
When Offering Services
If you are offering a service, make sure to provide excellent service and reasonable prices. I understand that services can mean a lot of manual labor , but if you are not willing to put in the time and effort to produce positive results, you may want to rethink continuing to offer that service at all. It is a commitment you made when promoting your service. Make sure you follow through on what you say you will do. And do it 100%. If you have hired employees to carry out the service offered, make sure your employees are clear about your standards you have for the service they will be executing. And stand firm on your policies. It is also important to pay attention to detail in regards to the service you are providing, making sure nothing is left undone. Put love into what you do. The quality of your work will not be missed. It is effort and work, but at the end of the day well worth it for your business!
Be patient with your customers
When going into a career that involves communicating with other people, having excellent communication skills is a must! And along with having communication skills is patience , one who lacks patience must have difficulty accepting others opinions at times; especially if it is about your product or service. Be open minded and except the criticism because that is what will help you improve your service/product . Allow your customer to feel comfortable expressing their concerns or questions.
Patience plays a huge role when dealing with disgruntled customers , pointing fingers or being defensive is not the route to take when speaking with a customer that is clearly not happy. Take pride in being able to turn your unhappy customer into a happy customer, with the resolution and direction you took to satisfy them.
Dealing With Unhappy Customers
I understand that an unhappy customer can often throw insults, yell and scream, and you don’t have to put up with the abuse , but try to calm them down. If this does not work. calmly explain to them that there cannot be a resolution to the problem if they continue to scream and throw insults, and then try to explain that they will need to calm down if they want help or assistance. If that does not work then, explain that you will have to hang up the phone, and let them know you want to help them, and that screaming is not going to get the issue resolved . And offer them to call back when they are able to express themselves in a clear and calmer manner.
Remember The Goal
Regardless of how insulting the customer may be, remember the goal of the call is to convert the unhappy customer into a satisfied one, which will in turn be beneficial for your company. If you can remember this while dealing with angry customers then patience will be the result. And I guarantee you will manage to calm the customer down in doing so.