What do customers want? The answers are not hard to guess at, but if your company makes these customer wishes a priority, you'll sail through the ongoing economic storm with ease. You'll stay on target for your company goals and end up following a nice straight line through the roughest of conditions. Interested? Read on.
1. Company transparency. Clients and customers are weary of corporate greed. In other words, the bank CEOS that took taxpayer money to attend a resort to “rest up” from the exhaustion of having to be bailed out aren't real popular right now with customers. If your company shows a commitment to your clients and customers in that you consider their satisfaction with your product or service the most important issue you deal with on a daily basis, well, that's what they're looking for right now. So show it off, be completely transparent, be honest, be thoughtful and respectful, and above all, make sure your clients and customers are satisfied. If you aren't sure, ask.
2. Customer service. When your phone rings, who answers it? How do they answer? Do they have the information your customers want? Are they helpful? My pressing customer service issue was answered above and beyond this past week (yes, the day before Thanksgiving) by a very thoughtful, polite customer service rep and I was happy to take the time to call his supervisor and get a kudos note put in his file. I will purchase again from this company. I feel completely confident that everything will be done exactly as promised and I have no qualms about recommending this company to my entire neighborhood at the upcoming Christmas party. It's all the result of amazing customer service. Does your company offer it? Start now.
3. Communication. After someone buys something from you, do you follow up and make sure the service or product worked? Did it solve the original problem or issue? Did it work like you said it would? Did they have any issues with the item or service? The easiest step is a customer comment card or quick follow-up phone call to make sure everything was as ordered. Don't immediately try to sell something else. Just make sure what you sold them works. And let it go for now. You can always send a marketing message later on. Harassing a happy customer with a follow-up sale just makes you appear desperate.
4. Accessibility. Can they find you when they need you the next time? Your marketing message should have your customer service number, your web site, and your mailing address every time. Use those marketing message opportunities to offer a coupon or special promotion that does not expire. People save coupons. Be helpful by providing your contact information and leave it at that. Send regular follow-up messages with sale offers and special promotions, but don't be pesky.
5. Long-term memory. A company I order from regularly has all my orders under my name from four years ago. I can trust that they have every single order on record and will always be able to look up past orders by a quick search of my name. It's rather impressive to know that a company service rep can tell me the details of an order from 2005 so that I don't have to dig through past records to find it myself. It also is comforting to know that they care that much to make sure they keep track of my buying patterns. Plus, they offer me promos based on my buying patterns. Call it the Amazon.com effect. Hey, it works!
Anything you can implement right now in your business? Your customers will thank you (and will probably give you their business for years to come).