Every time we have an interaction with our customers, we are presented with an opportunity to give them a wonderful experience. To achieve this, we need to have a deep grasp of what our customers expect. Of course, most employees are trained to be polite, have a positive attitude and be courteous but what is not obvious to them is what the customer expects of them. Here are some things you can do that will guide you in going beyond customer expectations:
Wow your customers
Most employees will settle at ensuring the customer is just satisfied but that’s not what they want. Every business is adept at being nice to their customers and answering their questions so you’re going to have to go the extra mile. By doing this, you will have them stick to your business through all times.
Quick to act
Nobody likes to be kept waiting. Causing your customer to have to wait for extended periods just to be served will work against retaining them. If you want to keep them, you have to have a quick response team that will quickly assess the needs of the customer and gives them a short term solution. Aim to always work fast to meet a waiting customer. If you can’t help keeping them on hold, keep them updated and informed on when you’ll be able to help them.
Occasionally, we experience bad days characterized by a bad mood, a bad hair day or sickness. During such times, we crave to have someone to speak to. However, regardless of how bad your day is, ensure that the customer doesn’t know this because they are not the least bit interested. The rule of thumb is that business with the customer is never about us, it’s about the customer.
Make the customer feel special
You may have heard the customer’s questions a thousand times but you must have a bearing of the customer’s perspective. To come up with the ideal solution for your customer, you first have to understand what is motivating the customer in the first place. This calls for empathy where you understand their needs by asking questions and getting to know them. By getting personal and developing a relationship, you’ll make the customer feel special and you’ll have surpassed their expectations.
The key to all this is giving the customer an experience that they can’t get anywhere else. As such, strive to create better relationships and go above and beyond the customer’s expectations.