If you run a B2C business, it's important that your customer-facing staff be trained to deal with customers in a sensitive manner. Respecting the people you do business with, should be ingrained in them. However, customer loyalty is something that doesn't come easily and you have to work really hard to earn it. Here are some tips on how to show your customers that you respect them:
How to show your customers respect
#1 Easy access matters
It's important for you to understand that when customers call you, it's typically because they want some clarification, or are facing an issue with your product/service, and need it fixed. This also means, you have to be easily accessible to them, be efficient and direct them to a person that would be able to attend to their queries or solve their problems.
#2 Be proactive with acknowledging your mistakes
If a mistake has been committed by the company, it's crucial that you be proactive with acknowledging the fact and address it without delay. This is even more relevant if the customer hasn't yet noticed the lapse. When you do this, it shows a customer that you respect their investment & their time.
On the other hand, if you wait to address the problem only if and when a customer notices it, and you attempt to shift the blame, this would mean you are showing them disrespect and you may end up losing their loyalty.
#3 Prompt Response
Always be quick with your response to customers, regardless of how small their query or concern is. Listen to what they are saying and be quick to apologise for the inconvenience. But while you are doing so, ensure that you are quick with providing solutions too. In combination, a quick response & swift action tells your customers that you value their time and opinion; and that is an excellent way to show respect.
#4 Deliver on Promises
As a company that takes its business seriously, one of the worst things you can do is to fail to keep your promises. And so, if you have promised the customer that you will do something within a certain timeframe, keep that promise; and in case you are able to complete it within the stipulated time, make it a point to contact the customer and keep them informed about the delay.
#5 Making your customers feel special
Surprise your customers once in a while and look for different ways to show them they are special. You can reward them for their loyalty by doing different things. For instance, you can keep details about your customer's birthdays in the company database, and then make it a point to send spot offers around that time; sometimes a birthday wish can do wonders as well. You'll be surprised to find that even the smallest things can make your customers feel special.
Be conscientious in your dealings with customers
Very importantly, treat your customers the way you would like to be treated. It's important to think about how you would like to be treated by any company you deal with. If you've felt that they don't respect you, make it a point to avoid making those same mistakes.
About the Author
Ben Fewtrell is a sought-after Business Coach, Keynote Speaker and trainer who has featured in Virgin’s Inflight Magazine and Entertainment Portal, SKY Business and “Secrets of Top Business Builders Exposed”. He is also the host of the popular Business Brain Food Podcast where he interviews leading experts on anything and everything business.