(then You Drop the Ball)
Have you ever put a customer on hold on the phone saying it will take you 5 minutes to get an answer and then forgot them or it took 20 minutes? Somedays it seemed like the phone was permanently glued to my ear! I had the best intentions but there were so many things which happened in each day. It was tough to remember the customer who was on the phone earlier. Unless I wrote down a note―there was no physical reminder to trigger the thought to call them back. Sometimes even a note didn’t help.
Customers are not concerned with how busy your day is because they have pressing matters themselves. They just want to know if you can provide the service or item, when and for how much. So how do you make good when you’ve forgotten them, when you’ve dropped the ball?
I found you usually can get the situation cleared up by…
- phoning and starting with an apology for the delay.
- thanking them for their patience. This tells them they are important to you.
- giving them an offer to show how much you value them.
What if most days you could guarantee your customers being patient with you, especially when you drop the ball?
Imagine your business if all your customers truly felt loyal to you?
How do you think they would feel if you had an occasional ‘oops’, when you dropped the ball? My experience tells me most days they would overlook it. They would stay with your business because you gave them ‘special treatment’. Loyal customers stay with you through thick and thin.
So how do you get loyal customers? First of all, you must have top-notch products and services. Then…
- Develop a niche market. Your business must be unique is some small way so it remains memorable in your customers’ minds.
- Listen to your customers. The’ll tell you what they like best and then give them more, or what they like least and then resolve it.
- Be fully present with your customers. Really listen to them so they feel valued.
- Reward them occasionally. Make it fun.
- Do little things like keeping them informed of local events or places of interest such as museums.
Don’t have the time to do ‘all that stuff’? Then use a loyalty program.
A loyalty program lets you stay in touch with your customers consistently. Some will let you add a note to a customer’s account file so you can follow-up easily. Some have the ability to set up an immediate reward with a specific customer. This feature alone would pay big dividends in keeping your customers happy. Keeping customers thrilled is a great way to get more customers.
What one thing would you want a loyalty program to do to keep your customers happy even when you drop the ball? Leave me a comment below.
Plenty FULL Services is an affordable loyalty program which makes it simple to keep your customers content. Visit www.plentyfullservices.com to get happy customers bringing customers to you.
Here’s to your Content Customers!