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today's fast-changing and competitive environment, excellent customer
service is essential for success. Follow these tips to retain customers
through enhanced customer service. "The strategies for keeping
Reward your customers. Send them a gift, provide them a lead,
generate business for them, etc.
Use your customers' services and buy their products. If you want to
increase loyalty, there is no better way.
Send thank-you cards. Make sure they are handwritten and sent
promptly. Peter Drucker attributed much of his success to the fact that he
sent out 12 thank-you cards every day.
Return phone calls promptly. Since so many people don't return calls,
you automatically look good when you do.
Do what you say you are going to do.
Do things when you say you're going to do them.
Underpromise and overdeliver.
Be accessible. Make sure you are available and willing to help
customers whenever there is a problem. Your business should be open to meet
the convenience of your customers and not only for your convenience.
Be credible. If you can't establish that trust right away, customers
may start to look at your competitors.
Appearance counts. Perception is reality, and the reality is that
people do judge a book by its cover.
Show empathy. Remember the best customers are your currents ones.
Stay in touch and continue to service their wants and needs.
Have a "Goof Kit." If you make a mistake, it's not enough
to say, "I'm sorry."
Promote customers' products and services. By getting business for
your clients, you ensure you will have a customer for life.
Do things for the customer's convenience not yours. Make it as easy
as possible for your customers to do business with you. The easier you can
make it for your customer to do business with you, the more business you
will have. Determine all the ways you can eliminate the hassle factor.
Send an invoice periodically with a "no charge" on it. This
will help your customers remember you. And if it is unexpected, it will have
a much larger impact.
Have a customer advisory panel. Only by knowing your customers' wants
and needs can you successfully grow your business and be totally
Hire mystery shoppers. To really find out how good your customer
service is, hire someone to go out and use your service from start to
Be a resource. No matter what your customer needs, try to find it for
them -- even if it has nothing to do with your business.
Shower customers with kindness.
Speak your customers' language. If you use jargon your customers
can't understand, they won't use you.
Have a great attitude.
Treat your employees well. If they are treated poorly, there is a
good chance your customers will also get poor service.
Give your customer what they want, when they want it
and how they want it.
Give back to your best customers. If you run a special price or
product offer for first-time customers, ensure your current customers are
offered the same opportunity.
Don't show an attitude of indifference to your customers. In a recent
study on why people give up on a company, 68 percent quit because of an
attitude of indifference toward the customers by the owner, manager or
employees - 68 percent!
Sanow, MBA, CSP (certified speaking professional) delivers content driven,
entertaining keynotes, seminars, training programs and consulting. He works
with his clients in attracting customers, keeping them through exceptional
customer service, and in promoting a positive and profitable environment.
His programs focus on marketing, customer service, communication,
presentation skills, team and leadership development and business
strategies. He has delivered over 2,500 presentations, written 4 books, to
include, "Marketing Boot Camp", is an adjunct professor at
Georgetown University and the President of The Business Source, Inc. To
promote productivity, profits and a positive work environment contact Arnold