A busy work environment may occasionally blind business owners to the needs of their customers, but these needs extend beyond the routine products and services they regularly purchase into areas like customer service, convenience and attentiveness. Here are some of the key factors your clients take into consideration when seeking help from small business owners.
Make them feel like they matter
Your customers’ sense of self-worth plays a central role in your business's long-term success. Show them how much they’re valued by remembering and calling them by name each time they visit. Other ways to show clients how important they are is through rewards programs and by offering price breaks to those who provide steady business or provide referrals.
Acknowledgment is essential
For many customers, being heard provides a strong indicator that your business really cares. People appreciate prompt responses so it’s important to genuinely listen to both positive and negative feedback. Use online surveys, focus groups, social media, website forms and other means to connect with customers. Keep in mind that disregarding feedback can lead to a negative reputation and eventual profit loss.
Good service is better than fast service
While a quick response should always be the goal, the average customer prefers good service over a fast, but subpar resolution. A major reason customers abandon a brand is because of rushed service that is incompetent or incomplete. Take the time to ensure that you’ve fully met your customer’s expectations, ask if there is anything else you can do to assist, and always strive to go the extra mile.
Personalization counts
Sometimes, one size doesn’t fit all. Does your business adjust and adapt to meet the needs of your clientele? For instance, do your products come in enough shapes, and sizes? Are your services available at “standard”, “premium” and “elite” levels? Many businesses allow customers to add personal touches to or even design their own products, which often increases their overall satisfaction. This works especially well with handmade crafts, clothing, and food items. Take customization to the next level by leveraging user feedback and short questionnaires, which will give you a better understanding about your customer's preferences.
Offer rewards
Everyone enjoys a pleasant surprise, especially when it provides a financial benefit. An unexpected reward can evoke positive feelings, elevate you over competitors and encourage repeat business. Delight customers with time of purchase discounts, free shipping, or a small complimentary item and they are likely to remember the experience, refer you to friends and colleagues, and reward you with additional business in the future.
Simplicity is key
With our mobile society and increased demands for instant gratification, efficiency has become more crucial than ever. Customers are not only seeking the best value, but also the most time-saving and hassle-free opportunities. Think of all the areas where your business can be made simpler. Replace any paperwork your customers might be saddled with (such as registration forms, mail-in rebates or hard copy manuals and instructions) with online alternatives. Bundle services or provide them a la carte, whichever is easier for the customer to understand and purchase. Your online presence should follow suit. Email campaigns should have a single focus. Also be sure that all the sections of your website are well organized and intuitive.
Keep things lively
We all need to get things done but there’s nothing wrong with having a good time while doing so. Customers admire a business that takes itself seriously, but also understands that “professionalism” and “boring” are not synonymous. Little things like having pleasant in-store or office background music, a television near the checkout line or interesting decor create a positive customer experience.
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