The famed author Thomas Merton said we value people, not for whom they are but for their usefulness. This is the same mistake companies make with customers. They value them for their usefulness — for what they spend.
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The famed author Thomas Merton said we value people, not for whom they are but for their usefulness. This is the same mistake companies make with customers. They value them for their usefulness — for what they spend.
Customers see it differently. As Gallup Inc. researchers point out in commenting on the economy, “Consumers are spending money, but they're more inclined to spend it only on businesses they feel good about,” not businesses they may like or where they're treated nicely. In other words, their money is going where they feel valued.
Most businesses do a fairly good job “pleasing” customers — getting orders right and delivering them on time, but that bar isn't nearly high enough. Here are 23 ways to meet today's major challenge of making customers feel valued:
1. Never ask a customer to call back. It's rude and demeaning. Take their number and call them back or let them know who will be in touch with them.
2. Never leave customers hanging. Always close the loop by letting them know what to expect or what's going to happen next. It relieves frustration, uncertainty and unnecessary unhappiness.
3. Always follow up right now. Fast action is impressive; it says you care.
4. Ask customers if they would like help in filling out forms. This takes away the drudgery.
5. Make all messages, written and spoken, customer centric. Start by never using “I” or “We.” They're a turn off. Work at keeping the focus on the customer.
6. Give customers a contact person. There's nothing worse than feeling abandoned and that's what happens to customers when they can't penetrate a corporate firewall.
7. Never let the size of the sale influence the way you treat a customer. When making a large purchase, customers expect the “red carpet” to be rolled out. But when a customer gets the same attention making a small purchase, it creates a lasting positive impression.
8. Never fail to acknowledge a customer even when you're busy. Failing to do so may be the unforgiveable business sin.
9. Never make excuses. They're always a failed attempt to make yourself look good. They send a message to others that you're weak and deceitful.
10. Always ask questions. There is no substitute for getting another person to talk. Customers will be surprised and impressed because they're always afraid no one will listen.
11. Give believable answers when you're asked questions. Short answers satisfy customers, but always ask if what you said is clear.
12. Never leave a customer wondering. The test comes after the customer leaves or you get back to the office. That's when they get to thinking about what you said — and when the questions come to mind. Always encourage them to call, email or text you.
13. Be precise when you tell a customer you'll get back to them. Let them know when they can expect to hear from you.
14. When there's a problem, take ownership. Now the customer can relax and not worry about what might go wrong.
15. Surprise them with something unexpected. It may be free shipping, upgraded delivery, a discount on their next purchase, etc.
16. Acknowledge purchase anniversaries. Shows your appreciation and keeps you top of mind.
17. Help people feel good about their purchase. Reinforce its value: “This will be an enjoyable addition to your home,” “You're going to have a lot of fun driving this car.”
18. Check-in with customers a week after making a purchase. Make it a time to ask if they have questions and what they like best — and least — about their purchase. They'll appreciate your continued interest.
19. Use the one word that reassures customers. When customers ask you to do something, say, “Sure.” Then figure out what to do — and do it.
20. Help customers avoid “buyer's remorse.” Customers always want to feel good about their purchases. Yet, feelings of uncertainty often set in and they doubt their decision. To help them avoid getting “cold feet,” remind them why they made the purchase, what they liked about it and share third-party testimonials to validate their decision.
21. Always say “thank you.” Every conversation is an opportunity to express appreciation.
22. Stay in touch. Getting customers is hard work; keeping them is even more demanding. Send periodic emails, but don't make them ads.
John Graham of GrahamComm is a marketing and sales strategy consultant and business writer.
