In the last post we talked about the first secret to building a solid customer service plan and how to decide what your vision is.
Today weâll talk about the second secret in taking 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 30âs is going to have completely different expectations than a blue collar worker in his 50âs.
There are four main areas you need to consider and plan when figuring out what your customers want:
- Listen to Your Customers
- Ask Your Customers Sincerely
- Offer More than Just a Product/Service
- Know When to Ignore Them
These are all important when deciding what your customers want out of their shopping experience.
Listen to Your Customers
You need to listen to both what they say and what they donât 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 âsilentâ customers. These are the customers who donât bother to complain because the service is so bad theyâve just given up and donât feel like their voice matters. They feel unwanted and when a competitor shows up, theyâll be gone.
Lastly, you need to listen to customers who only reply with âfineâ. These customers are similar to the âsilentâ customers in that they are so used to bad customer service they only give a monotone response.
Ask Your Customers Sincerely
If you arenât sincere when you ask their opinion, they are going to see right through you. You may be thinking, âWhat about the customers who arenât saying anything?â 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 grade you on every step of the process. 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 canât give them everything and you will never make some people happy. You have to set limits and stick to them. If your vision and company donât meet the needs of the customer, they will be best suited somewhere else.
These are the steps and tricks to figuring out what your customers want and how you can use them to work on your customer service vision and plan.
If you get stuck, try our FREE test drive and let us help you through the process.