Are You Treating Your Customers Right?

The most important factor in attaining customer loyalty is having good customer service.

As I said before, you need to make sure your customer service staff is polite and does everything within its power to answer any questions a customer might have or address any concerns.

The customer isn’t always right, but if you want them back, it’s up to you how far you will go to let them think that they are.

Different Types of Customers

You need to be able to recognize what type of customer you are dealing with before making a decision on how to deal with them. Mark Hunter breaks customers down into five types: Loyal, Discount, Impulse, Need-based, and wandering. Each type has different intentions and it is up to you and your staff to accommodate their needs.

Angry Customers

There will come times when it seems that there is just no reasoning with some customers, but you must resist the urge to get into a battle. Maintain a professional demeanor, and regardless of the outcome of the situation, you will at least be able to take comfort in the fact that you did not compromise the dignity of your business.

There’s no telling what kind of word-of-mouth an angry customer will spread if you sink to the level of getting into a battle of words with them.

Ken Lansford says:

"Compassion dictates that you listen attentively to their feelings and validate them. They might not be right, but at this point in time they need to be heard, to be validated. If you can keep the real emotion in mind, then you realize that it’s not a fight, it’s a plea. In this way you can handle yourself professionally and with a caring manner. This technique helps you understand that it’s personal only to them, no matter what they say."

It should go without saying that keeping your customers happy is crucial to their return, but it can be easy to let them slip to the back of your mind after the sale has been made. Be there for them when they come back to you with questions or concerns. Don’t give them a reason to view your business in a negative light.