One thing you don’t want to face when you’re a business owner is customer defections. This means that there’s something wrong with the way you provide customer service that make your customers unhappy about it.
Hence, you would definitely want to minimize your customers from crossing over to the competition as much as you can. And if you still don’t know it, it is much easier and economical to keep current customers than to attract new ones to your business. More than creating new marketing materials such as pocket folders containing your business literature, a pocket folder printing for example that you give to your customers with information that can help your customers to get in touch with you immediately for their concerns can go a long way in keeping your customers happy to stay with you.
The best way to keep your customers in the fold is to develop a save-a-customer program that can help you provide better customer service even when your customers are complaining so much.
Here are some of the ways to win back your customers.
Provide friction.
That is, save a customer because you know they needed to be saved. Don’t just make it so easy for your customers to leave you with just a push of a button. But you also don’t want to be the kind of business that locks their customers in that they don’t have a way out either. The best way to do it is to give yourself an opportunity to hear out your customers. In that way, you also get a chance to redeem yourself in the process. But always make it easy for your customers if they really want to terminate your services.
Provide good customer service.
If you are a small business owner, you are a jack-of-all-trades. In short, you are the owner, the bookkeeper, the marketer, the printer, designer, and even the customer service representative. You need to wear all these hats because you can’t very well afford to pay so many people at the start of your business. You either train yourself to be a good customer service agent, or you train another employee to add it to his or her responsibilities. You need to focus on three skills: how to listen, how to be patient, and how to have a positive attitude despite the difficult situation.
Be sure to create a good atmosphere during the call.
When a customer calls, don’t argue or make it difficult for him or her just because you think the issue is petty. Always make your customers feel that what they’re saying or feeling is important to you. Let them complain; get them to vent their anger. And just listen to them while they’re having a go. Listen carefully to what they are telling you. Don’t interrupt. Don’t argue with them. Once they’re finished with their venting, tell them that you’re sorry and that you’re going to provide a resolution to their concern right away. The bottom line is to make them happy that you have listened to them and gave them what they’re looking for.
Provide a happy ending.
Don’t repeat the issue. It would remind your customer of his or her anger again. Just tell them that you’re already doing something about their problem and that you would update them right away when you’re resolved their concern.
Provide a resolution they want.
And not something you think they need. Don’t give them pocket folders with answers to their questions. And don’t give them freebies and giveaways to pacify them. These would only make them feel petty and dumb. That’s the last you would want to do to your customers. Ask them directly what they want. You would be surprised that what they really need is simpler than what you have in mind. Your customers know their issues and they would definitely know how they want it solved in the first place.
The key is to listen attentively to your customers and you will be able to provide them with resolutions that they would be happy and satisfied with your business.
Author Resource:
Troy Duff works as a businessman and currently runs a printing company that offers pocket folder printing , banners, magazines, flyers, door hangers, bookmarks, poster templates, pocket folders , presentation folders, print newsletters and other printed ads.
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