5 Ways to Please Your Customers

Communicate and connect.

Customers like being in-the-know. They want to know which deals you’re running, when their bow can be picked up, when you finished fletching their arrows, and why their league was canceled or postponed. Customers must know everything affecting them, even if it’s bad news about back-ordered products. Honesty builds trust and repeat customers, and reflects your brand’s values and ethics. Be open, and clearly and consistently communicate with them.

Misunderstandings and miscommunications can happen in customer service, and cause unhappy customers. Soften the blow by calling, texting or emailing news, events and updates that involve them.

You must also be easy to contact with questions or concerns. Post your contact information online. Tackle those tasks yourself, or designate a staff member to quickly answer emails and social-media comments.

Seek opinions and feedback.

A Forbes article, “3 Reasons to Ask for Customer Feedback,” states: “Your business will make more money if your customers are happier.” But how do you know if they’re happy? Ask them.

Before customers walk away, ask, “Do you have any feedback for me?” Or ask, “What can I do better next time?” Peter Bregman at the Harvard Business Review suggests following your question with, “Don’t be nice, be helpful.” Bregman said you’ll likely surprise customers with such questions, but they’ll feel important because you value their opinions. You can also ask them to rate your performance with an email survey. Limit the survey to five questions or you’ll violate tip No. 2.

Use that feedback to improve customer experiences. Also, respond to customers who leave online reviews to show you’re listening and care about your service, products and business. To learn more, read the ATA article “Why (and How) You Should Respond to Customer Reviews.”