Create an unforgettable experience for your customers

It’s a well-known fact that customers who are treated well are more likely to come back. Unfortunately, too many businesses rely on simply pushing products rather than creating an incredible experience for their customer. The customer buys the product but is unlikely to return.

Customers tend to revisit businesses that provide exceptional service as well as a product that provides a solution to their needs. The benefits of great customer service are many and varied. For a start, you can charge more than your competitors. This is because you’re not relying on price alone to attract a customer. The service you provide will attract a higher level of clientele who will be happy to pay the extra cost for service.

Secondly, your customers will be more pleased and refer more friends to you. It’s true that word of mouth is one of the main ways that great businesses thrive. Customers are more willing to recommend a place with great service rather than one with cheap prices. If you create a pleasant experience for them, they will repay you with referrals.

Thirdly, your staff will be more loyal and energized in working in a pleasant and harmonious environment. The focus becomes the customer, not simply pushing products that will make their job less stressful and more enjoyable. You’ll find that the care and attention your staff provide to your customers give them higher morale.

And last but certainly not least, it’s more fun to work in a business that has everything going for it. Customer service isn’t tedious; it’s about showing the customer that you care. You’ll find that once you start, many of your regular customers will also be friends.

Janine ran a medium-sized hairdressing salon in a local shopping mall and came to see an Instant Business Success Coach when she became desperate about attracting more customers. Because her prices were higher than the competition, potential customers would walk in the door and ask how much they would pay for a haircut.

“Fifty-five dollars” one employee would announce before the lead walked out the door and to another hairdresser on the same level that was only charging $45. Janine’s business coach from Instant Business Success advised that she keep her prices the same as before but train her employees to ask questions before quoting a firm price. What kind of haircut were they after, for example?

Janine devised a questionnaire for leads to complete which would help determine their needs and understand what solution they were after.

Now when a lead walked into the store and asked the price for a haircut the employee would say, “It would help us service your needs better if we knew exactly what you were after. Would you have a minute spare to answer a few questions on this questionnaire? I can help you to go through it, if you like”.

The questionnaire asked leads what kind of haircut they were interested in and gave photo examples of each kind so leads could get a clearer example of the different styles. The questionnaire also collected details about the lead’s name, age, address and birthday so Janine could send a birthday card to each customer that walked in her store. The birthday cards were accompanied by a discount voucher for a haircut, so even if the lead decided to have their hair cut somewhere else, they might return next year. While they were completing that questionnaire, an employee would ask if they could provide a complimentary tea or coffee.

Janine’s sales began to increase almost straight away! Her leads were happy with the service they received even before they had paid for anything. Janine felt happier about the service she was providing to her leads and her employee morale sky-rocketed.

After three months, Janine’s sales had increased by 84%. More than 67% of that increase is from referrals. Now she is planning to redesign her salon to provide an informal waiting room with couches and magazines. This will mean an increase in prices but Janine’s customers have told her that the experience she creates is worth the cost.

To answer any questions you have about how to increase your profit by improving your level of customer service call an Instant Business Success Coach today on (02) 9411 1345 or email info@instantbusinesssuccess.com