Too often marketing is focused on getting new customers. Not that getting new customers is a bad thing. But, in most cases, new customer acquisition shouldn’t be a high priority until you know you’re doing everything you can for your existing customers.
Here’s how you can do this.
Last year, my company did a customer service survey. We talked to roughly 2,000 people and asked them what they want when they are the customer. They told us plenty. We distilled the results of that survey into the Top 16 Things Customers Want.
To thrill your customers, make sure you are doing the 16 things on this list. Make them your Customer Service Standards. Train and coach your staff to these standards. And teach your customers to expect them.
Your first step in doing this is to communicate your customer service standards. To help you do this, my company has created a sheet that lists these 16 standards. You can download it here.
Use this to help your staff and customers learn what your new standards are. And use it to reinforce and remind everyone what they need to do to deliver great service. This will get your company moving in the right direction. Everyone will be working to the same standards.
Stick with it and over time, you’ll see customer loyalty increase, repeat business will rise and employee morale will improve too.