In tough times like the one we are facing now, improving customer relationship can make a big difference between staying afloat in business and getting foreclosed. No customer can wait for you to clean up your act if you are shoddy in keeping them with you as there are several options flying around. As orders are drying up and sales are down, both the offline and online businesses are vying with one another to try and better their customer relations to keep them on board for life.
You should separate the members of your staff directly involved in improving customer relationship for our business. They are the ones who can make or break the relationship. Many among them could be old timers with your company and they have a stake in the survival of the business and the retention of customers. You should treat them well and get them to encourage the new entrants in customer service to also give off their best.
Your old timers should be well looked after as they know the details of your product and services and can foresee what the customer problems are really. You should manage relations carefully when you are dealing with lifelong customers. They expect a lot more from you as they have been with you through thick and thin.
You should also be very picky about your lifelong customers as they are the ones that can also help your business grow through referrals. From free offers to discounts and giveaways you should honor customer loyalty as every customer loves to be pampered. You cannot expect them to expect less from you as they have been with you for long. Usually many business owners make the biggest mistake of their lives by neglecting a long term customer.
Knowing about the customer is the greatest way to improving customer relationship. Whenever someone comes to buy your product or service either at your brick and mortar establishment or online, you should get as much information possible out of him or her. Knowing details about customers can help in servicing them better. When you know their background a bit, you can also sense their preferences that help in tailoring the product and service more toward them.
Improving customer relationship depends mostly on hands-on service. Even though times have changed, customers still expect service like old times and being spoon fed.
There could be irate customers and some among them can complain regularly, but you need to satisfy their wants and do as much as possible to go to them rather than make them come over or call up. Sending your sales rep to resolve their disputes even before they ask is sensing their moods and getting into their shoes. Unless you think out of the box and empathize with a customer, you do not do enough in improving customer relationship.
About the Author:
Jeff D McQueen: Find out more here,
http://www.IntenseContact.com
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341
Date Published :
Nov 17 2009