In my last business post (Shh...I have a secret 27 Jul 2015) I talked about the first secret to building a solid customer service plan and how to decide what your vision is.
In today's blog I'm going to talk about the second secret to turn your satisfied customers to raving fans. You must know what your customers want. Know who your customers are and you will know better how to serve them. Demographics are really important here. An upper-class woman in her 30’s is going to have completely different expectations than a working class man in his 50’s. So read on and enjoy!
There are four main areas you need to consider and plan when figuring out what your customers want:
These are all important when deciding what your customers want out of your service or their shopping experience.
Listen to Your Customers
You need to listen to both what they say and what they don’t say. Customers may say they want one thing and really mean something else. For example, if you customers are begging for lower prices, you may find out their real priority is quick delivery.
Also, listen to your “silent” customers. These are the customers don’t bother to complain because the service is so bad they’ve just given up and don’t feel like their voice matters. They feel unwanted and when a competitor shows up, they’ll be gone.
Lastly, you need to listen to customers who only reply with “fine”. These customers are similar to the “silent” customers in that they are so used to bad customer service they only give a monotone response.
Ask Your Customers Sincerely
If you are not sincere and genuine when you ask their opinion, they are going to see right through you like tracing paper. You may be thinking, “What about the customers who aren’t saying anything?” You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really care, and you should!
Offer More than Just a Product/Service
Your customers are looking for much more than a simple product or service, they are looking for an experience that makes them feel good. They gauge every step of the process with a value. When you take this into consideration and treat them like people, they will feel like they belong.
Know When to Ignore Them
You may think this goes beyond providing good customer service, but in reality you can’t give them everything and someone people you will never make happy. You have to set limits and stick to them. If your vision and company don’t meet the needs of the customer, they will be best suited somewhere else.
These are the steps to figure out what your customers want so you can build a relationships and use them to work on your customer service vision and plan.
If you get stuck or you need a sounding board, try my complimentary business breakthrough session and allow me to walk you through the process.
Thanks for reading and I hope this helps build your client base and bring the ultimate customer experience to your clientele
Stretch your business, you'll be glad you did! I look forward to connecting with you soon
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