How To Maintain Quality Relationships With Your Customers
Customer service and quality relationships should be high on every creative entrepreneur’s priority list. As a manager, it is your job to be on top of every situation, anticipate your customer’s needs and be ready to act when they have an issue. But more than just reacting to a problem, you need to be able to preempt it, with solid solutions laid out before the event.
Silence may not be golden
If your customers are not over-communicative, don’t just assume they are 100% happy with the service on offer. Assuming that is the worst thing you do. Silence can make a little problem worse. Therefore, take every opportunity to follow up with your clients to ensure that they are happy with the service or product supplied.
Seek your customer’s advice
Balance your communication with respect for their time. Your customers don’t want to be bombarded with calls or emails every five minutes. Reaching out once to garner feedback about their order is recommended however, and it not only strengthens your relationship, but reminds them that you are there should they need anything else from you.
Listen to your clients
The feedback provided by your customers is particularly helpful, so do make sure you act on their advice. By showing real concern, you can turn a possible situation into a valuable experience for both you and your client. Listening to them is one of the best things you can do. Allow them to voice their opinions so you can understand their desires. Again, leave those assumptions at the door.
Be available through varying channels
So that your clients can contact you as soon as they need to, increase your channels of communication where possible. Maintain telephone, email and text communication and allow them to find you through your social media channels or via your website. Create FAQs and tutorials and have them available on your blogs, websites and social media pages. Diversity to aid them reaching out to you is important.
Let them know if there is a problem
Customers want to deal with transparent organisations. They want to see honesty and integrity from you at all times. If there is an issue, then be upfront about it. Chances are it can be solved! Trying to pretend like there is no issue will only make it worse. Make it company policy, so all problems are dealt with head-on. Your clients will appreciate your openness and be willing to trust you in future.
Everyone makes mistakes
No one is perfect. No company is perfect, and issues and problems do arise in even the largest of businesses. Don’t focus on what your competitors are doing or how successful they are. Instead, focus on how you can improve your interactions and set achievable goals so you can better the customer service experience. While bad reviews can happen to every business, how you deal with them will ultimately show your true colours.
As long as you are willing to work with your clients and customers to improve on your service, then you will find that they are more likely to overlook any teething problems along the way.