Everyone knows that it’s important to keep your customers as happy as Larry (or Keith, or Jane, or whatever their name is).
But we’ve all been in a situation when things have gone a bit pear shaped and a customer has complained.
Luckily we have an absolute master of customer service to give you advice on how to deal with tricky situations: Magda Dexter, who is customer experience director at Jewson.
Get online
It’s funny that people trust online reviews from people they don’t even know – but they do.
That’s why it’s really important to be present online and encourage your customers to leave you reviews on Twitter, Facebook, CheckATrade or wherever else you pop up.
And when you use social media, the key is to be consistent across all channels – for example if it’s your professional page, try not to share too many “tormenting the apprentice” videos…
It’s also worth having a good think about which online channels you need to be on. If you’re on too many it’ll get tricky to manage and put unnecessary pressure on you (not to mention confusing your customers if they’re looking for information about you).
Don’t be afraid to fail
Things go wrong, that’s just part and parcel of the job. It’s how you deal with it that counts.
It might sound surprising, but your most loyal customers can be the ones you’ve recovered from a difficult situation. If you handle it right, they’ll remember how you fixed the problem and made them feel valued as a result.
Now, we’re not suggesting that you mess up a job just so you can fix it again. But if things do go to pot, use it as an opportunity to learn from your mistakes and build trust in the future.
It’s just emotion
When things go wrong, customers can get totes emosh. After all, it’s often their home that suffers as a result.
The first port of call is showing that you empathise with them, while you think of a logical solution. That doesn’t necessarily mean admitting it’s your fault, simply acknowledging how they feel. For example, simply saying “Sorry that you feel his way, let’s work out how to fix it.”
Be honest and straightforward, keeping them informed every step of the way.
Go above and beyond
It’s often the little details that customers remember that make you stand out from the crowd.
You don’t need to buy every customer a bottle of champagne – even just leaving a card with a message saying it was great to work with them can go a long way.
What are your top people-pleasing tips? Share them with us on Twitter @Jewson.
