Nowadays it is harder than ever to find loyal customers. In the 20th century most business was done face to face. Everyone knew each other and made business deals in person. However in today’s society with social networking and online shopping, it’s harder than ever to find customers and keep them coming back. Making a lasting impression is difficult. The age of knowing every customer who walks through the door is over. However, there are ways to keep loyal clientele. The best thing about having loyal customers is word of mouth. Word of mouth promotions lead to even more loyal customers in the future.
One motto I have heard several times is “Work hard and be nice to people.” That one mantra can change the outlook for any company in the customer service field; because that one simple idea is the real reason customers stick around. This determines the success or failure of your business. Dr. Rosanne D’Ausilio, an industrial psychologist, president of Human Technologies Global, Inc. and author of “Customer Service and The Human Experience,” said it will help any business succeed. D’Ausilio believes “that people are people, and regardless of the business’ size, it is all about the mission of the company and being dedicated to their customers.”
What Makes a Loyal Customer?
A loyal customer is a company or individual that keeps coming back to a business time after time. If a company has a reputation for high customer loyalty, it will bring in even more clientele. Customers are looking for companies that treat them well and value their business. If they feel that someone truly cares about their needs and listens to their concerns, they will likely give you their business. In my experience, our loyal customers keep returning because we know what they want and we make it extremely easy for them to get the order done, without a lot of back and forth communication.
Customers want a transaction that doesn’t take a lot of needless time. Additionally, they require the order is fulfilled correctly and on time so they can trust you in the future. These are the customers that go above and beyond to spread a positive word of mouth and refer other companies in the process. Satisfied customers are less likely to take their business elsewhere and more likely to pay a premium for quality service.
Keeping a loyal customer
One of the most important reasons a customer keeps coming back is because of the quality of the products. When quality products are offered with exceptional customer service and pricing, there isn’t a reason the customer would want to shop anywhere else. Going above and beyond to provide quality products and service shows the customer that you value their business. Another thing to consider is keeping prices lower than other companies who offer the same products. This will help bring in new traffic and potentially new clients. Additionally, offer quantity or repeat order discounts to customers who continue to show loyalty to your company.
Regardless of the company or industry, problems always occur in business. It is inevitable. The ability to handle problems efficiently and with care will create long term customers. Handling an issue promptly and professionally is the key to keep customers coming back, even if a minor issues does occur. Some of the biggest complaints people have with large companies is the inability to talk to a real person. They are stuck talking to a machine that is incapable of meeting their request.
Customers want to be heard. They want resolutions to problems handled promptly and efficiently. In larger companies, it is inevitable to have a machine help separate calls, but making the process easier for people to get in touch with a representative is important.
One thing that can attribute to bad customer service is how an employee is treated in the work place. People who are treated badly at work are more likely to treat their customers in the same manner. There are many people who live by the idea of “if you are nice to me I will be nice to you.” That simple concept is hard for others to see. Kindness spreads, the idea should be “I will be nice to you because that is who I am, and my actions are not based on how you act.”
A great quote comes to mind “kill them with kindness”. This quote is widely used because even the most upset person will start to feel less anxious or angry when the person they are talking to is kind and helpful. In almost every instance some type of resolution is possible, but patience and kindness will make the experience more pleasurable and less toxic. Sometimes problems are the perfect opportunity in making a lasting impression.
Making a Lasting Impression
To make a lasting impression on customers, companies must deliver a quality product that is to the customer’s exact specifications. Customers expect the best in every transaction and it is the company’s job to make sure they deliver on that. It is always a good practice to stay in touch and ask for feedback because there is always room for improvement. As a growing company, is it important to improve performance and adapt to the ever-changing market.
Part of that ever-changing market is the consumer’s needs and availability of a certain product. It is easy to find the same product on multiple websites so it can be difficult to be in the forefront of all the competition. Having a reputation for customer service and lower pricing can put one company ahead of the rest. A related article on How Custom Displays Are Made offers insights on why customer service is so important when building a company.
In concluding this article, important things to remember are to “be nice to people and work hard.” That simple instruction can change the face of any company. Creative Imaging Displays has a great customer service policy that is dedicated to our customers. The main goal is to bring in customers that are going to be loyal to you. Loyalty will spread a positive message about your company. Making customers feel like they are being heard and taken care of will provide a positive experience for them. It will make them want to continue to do business with your company.
When customers feel like they are one of millions and they don’t matter, they tend to look elsewhere for a similar product or service. Take the unique approach and give them what they want with friendly voice that sounds like you are smiling and a positive attitude. Making a lasting impression is the secret to success.
Celmer, Lynn. “The Psychology of Customer Service.” americasbestcompanies.com. America’s Best Companies Sept/Oct 2008. Web. 16 August 2013.