Clearview National March 2015 - Issue 160 | Page 91
installersupport
Listen, Respond
and Delight
»»Knowing your
customers’ needs and meeting
them is crucial in any business.
This is a simple message. But,
how good is your business at
listening and responding to
customer needs?
Maybe the below step by step
approach could help guide you
through the importance of quality
customer service.
Step 1: Understand
your customer needs
To deliver a reliable and
professional service, the first thing
you need to do is to understand
your customers. You can achieve
this by listening to their needs
through various channels such
as email, social media and
conversations over the phone. It
is key to record any responses that
you receive about your business
and then you can act on any that
require your attention.
With good lines of
communication, by listening
to and understanding your
customers it makes it easier to
anticipate what they expect.
Discussing the contract with
your customers before and after
the work is completed could be
incredibly useful for ensuring you
are delivering the best possible
service and putting your customer
at ease, both of which could lead
to driving repeat business.
‘Ensure that any
products or services
that your business
provides match the
expectations of
your customers’
Step 2: Meet your
customer needs
Ensure that any products
or services that your business
provides match the expectations
of your customers. This could
include setting out timescales for
any work to be completed with
your customer and then meeting
those deadlines. If you are unable
to meet the agreed deadlines,
and then make sure you are
open and honest with customers
about what has changed to
reach a solution and continue to
manage any expectations they
may have.
By constantly asking your
customers for feedback and using
it to keep your services up to
date to their needs, you make it
simple for people to do business
with your company, which could
lead to being recommended
more for your services.
Step 3: Delight
customers
The road to delighting your
customers can be as simple
as treating them fairly and
ensuring you get your product
or service right the first time. It
is important to remember that
the customer is always right and
occasionally, by going that extra
mile, you can turn a satisfied
customer into a delighted
customer, making them more
likely to use your services again.
Simple measures such as offering
free checks while you’re repairing
something in a home can make
the world of difference.
Also, if you ensure your postsales service is of the highest
quality, it will vastly improve
the relationship between you
and your customers. If you
make a focused effort to ask
for feedback, it shows your
customers how much you care
and improve the quality of your
service. Something as simple
as calling a customer a week
after the work is completed to
check they are happy could be
the difference between them
requesting your services again or
looking elsewhere.
Step 4: Create loyalty
By adopting the three previous
steps, your company can then
instill a sense of loyalty with
your customers. A company that
listens to their customers, meets
their needs and strives to delight
them will maintain a fantastic
relationship with their customers.
By pushing to create loyalty, this
can lead to repeat purchases and
therefore constantly generating
business for you. With increased
loyalty comes a willingness to
recommend your services to others
and therefore increasing the size
of your customer base within the
local area and beyond.
Result: Successful
business
Building quality relationships
and improving your customers’
experience strengthens your brand
within the industry, increases your
business opportunities in the local
area and, most importantly, leaves
people happy with the service you
provide. Listening and meeting
the needs of anyone interested in
using your company has never
been more important.
Source: NAPIT
C L E A RV I E W-U K . C O M » M AR 2015 » 91