“Good customer service costs less than bad customer service. “
- Sally Gronow, Welsh Water
Earlier this month I was interviewed for an article
on how small business owners can raise customer satisfaction. I believe the points made in the article are valid for all businesses; small, medium and large. It’s not rocket science - we all know that getting the basics right first time, delivering what you promise and providing a consistent and enjoyable customer experience all contribute to customer satisfaction.
Why then do so many organisations deliver sub standard service that costs them more in rework and fixing mistakes, negative word of mouth and customer churn than getting it right ever would?
See below for a variation on my 7 tips on how to raise customer satisfaction and ultimately lift profitability in your business.
1. It's all about attitude
Hire people who have a positive, customer-focused attitude, then train and coach them to be great at their job. Empower them to make decisions that solve customer problems.
2. Understand that customers are your business
Without customers you don't have a business and you don't need staff. All employees need to understand that it is essentially the customer who pays their wages.
3. Put the customer at the heart of everything you do
Develop a customer-centric culture that puts the customer at the heart of your organisation. When making major decisions ask “how will this impact our customers?”; in every meeting consider the customer, talk about customers, measure and monitor how you’re doing, share stories about outstanding outcomes achieved for customers and recognise and reward your people for great customer service.
4. Happy staff equals happy customers
Everyone in the business has customers – some are internal, others are external. Cultivate an internal customer ethos where people treat each other as they would their best customer. What happens on the inside of an organisation gets reflected to the outside within a few weeks.
5. Create more value for your customers
Customers are always considering whether the benefits of doing business with you outweigh the costs. Price is only one of the costs; the others are time, effort and emotion. So make sure you are fast, easy, accessible and reliable and constantly look at ways to increase the benefits and reduce the non-financial costs of doing business with you.
6. Get the basics right
Do what you say you will do, when you say you will do it and get it right first time. Getting the basics right will often put you ahead of your competition, reduce costs and keep your customers coming back for more.
7. Contribute to your customer’s success
Satisfied customers are not enough. Research shows that a significant number of satisfied customers will still defect to the competition. Aim to make your customers even more successful. Find out what they are trying to achieve, what their challenges are and figure out how you can help them serve their customers more effectively.
For more customer service inspiration click here
for WOMO’s top 10 customer service quotes.
if you’d like to discuss how Peak Performance
can help your team to improve customer service and satisfaction.