There are lessons we can learn from our daily life that apply to our business. For example not long ago I went to Home Depot to get a key made. When I entered the store I wasn't sure which direction to go so I did the logical thing and asked an associate.
The response that I received stunned me. "What do you want me to do about it"? I couldn't believe my ears! Talk about being rude. I was in a rush or else I would have gone straight to the customer service desk.
When people talk about your business and the customer service you provide, what will they be saying? Hopefully positive things. That being said there are some people that no matter what you say, do or over deliver, they won't be happy.
As you look for ways to stand out from the competition look at the customer service experience people receive from your company. For example if there's a problem do you get back to them right away?
You are going to find more and more that using visuals in every aspect of your business including your customer service is going to be extremely important.
Watch this brief video to see.
In my book: The Secret Equation To Attracting More Clients: Marketing + P Factor + Video = Success I talk about several companies who have gotten it right when it comes to customer service. One of those is the grocery store Publix another is Fucillo Kia of Cape Coral Fl.
They go out of their way to be kind, polite and helpful. I doubt I’d ever have an experience like the one at Home Depot.
How can you create a great customer service experience Here are 4 tips.
1) Ask questions. Find out what your customers needs are. Don’t assume that you know what they are. Their answers will give you the direction you need to focus on.
2) Train your employees. The first contact people have with your company may be with your employees. Have you trained them to answer the phone properly? What is the tone they use in the email communicate s they have with your customers? All these things reflect on your customer service experience.
3) Follow up after they make a purchase. Let them know you not only appreciate their business but are willing to answer any questions they might have. When we purchased our Kia we received calls from the salesmen plus their customer service department.
This tip makes me think of a friend of mine who recently purchased a security system. The technician assured her that he would be available to answer any and all questions that she had. As a matter of fact he gave her his cell phone number.
I think you know what I’m going to say. My friend did have a problem setting the system up and called him not once not twice but three times (waiting a couple of days in between) with no response. How likely will she be to recommend them? Not at all. That brings me to tip 4.
4) Don’t promise what you can’t or won’t deliver just to make a sale. It leaves a bad taste in everyone’s mouth and ultimately it will cost you business.
Let's talk about another company who uses visuals. That company is Staples and they really are on the cutting edge of customer service and here's why.
I made a purchase online. The next thing I know in my inbox is a message that directs me to a customized video they made for me. Here's a screen shot of the image in my inbox. The visual below does not have a live link.
Visually communicate with your customers by using images and videos like Staples. Not sure what to use? Contact me for help with your marketing strategies.
How do you plan on creating a great customer service experience?
Leave your thoughts and comments below.
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Toni Nelson – Visual, Video and Content Marketing Pro
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