“People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” – Mya Angelou
How do you make your customers feel?
The first interaction with a customer makes a lasting impression. From the moment they walk through the door or hear a voice on the phone, they will form an opinion of your company. Companies that take the initiative to understand the customer’s point of view and whether they feel welcome will have an advantage in getting and keeping loyal customers. In fact, 70% of the customer experience is based on how the customer is treated. They are parting with their hard-earned money, and they feel better when they give it to a company that has earned it!
Build a team that cares
We’ve all been there: you enter a place of business and the employee doesn’t even acknowledge you, much less try to be friendly and find out what your needs are. When you are treated poorly, what are the chances you’ll ever come back? Very low. What are the chances that you’ll tell all your friends about this awful experience? Extremely high! Bad news travels like wildfire. But it doesn’t have to be that way. There are so many ways to make a customer feel welcome.
Employees who understand and appreciate how to treat customers well will enjoy a more productive relationship with their clients. People want to feel like they matter. They do not like to be ignored or shuffled around from one customer service rep to another. Here are a few tips:
Give them to the tools to succeed
As an employer, it is up to you to provide relevant training programs and resources to help employees learn how to provide and maintain excellent service. Always keep them focused on “why we are here”. It’s to serve our clients and give them a great experience. Without them, there would be no business. Let them see how important it is for them to be prepared, and to have a positive outlook on how their communication style impacts the customer. Happy employees will always project a positive attitude towards their customers.