Studies have shown that the top two issues affecting customer’s decisions to return to a store are personal recognition and then service. What this reinforces is the fact that all of us, regard ourselves as the most important person in the world, and rightfully so.

Service Awards Results.
This was clearly shown at recent Customer Service Awards in a major city. The small business winner was a hairdressing salon who provides a cup of tea or coffee, just the way you like it, as soon as you arrive (they have your preference on file, so they make it immediately, without needing to ask what you would like), they have your favourite magazines in front of your chair, and a fabulous money back guarantee. They also provide an umbrella on rainy days and do multiple follow-up phone calls to make sure everything is OK. Their clients are delighted with the results and tell many others about what they get.

The salon certainly takes customer service to a new level (imagine trying to compete with a business like that!) Building a customers self esteem and therefore recognition can be as simple as a warm hello and a welcoming chat to assess their needs.

Try some of these suggestions to retain more customers.

• Consider the effect your staff has on the customers, do they automatically say ‘Can I help you?’ (People only want help if they are in great difficulty, eg, drowning!) Or ‘Can I be of assistance?’ (This is a softer approach, yet means basically the same thing.)
• Get your team involved, ask them what they think could be done to add to the subtleties of service to ensure customer retention. Many small ideas can have a large-scale impact on service. It also gives you time to reward them for good service if warranted.
• Every customer who contacts your business is important now ask… How does your team make them feel important? Find out what they can do to improve, and remember to do this evaluation on yourself.
• Ever called up a customer to see how they liked the service you provided? A few calls in a quiet part of the day on a random basis will give you a chance to get some powerful feedback.
• Building rapport with customers via effective conversation and an empathetic approach assists them to feel more at ease while on your premises or inquiring over the phone. This important skill can be learnt and should be a part of interview questioning.
• Respect the customer at all times, they are in your business to find a solution to a challenge they face (large or small) and deserve the respect you would afford to someone important in your life.
• Keep your business presentation immaculate. A messy home office or a large retail centre, wherever you interact with customers will give them an impression, make it a good one. (This goes for staff too.)
• Train your team to ask questions that will clearly establish what the client wants. The price may be more than the customer was hoping to pay at first yet if it can be clearly shown that it fits their needs more effectively they will often ‘stretch’ the budget to suit.
• Develop your team’s communication skills ask them to consider joining groups that foster this, like Toastmasters, or Rostrum. The investment will boost the morale of your staff while adding to vital customer communication skills.

So next time you are looking at improving customer numbers, or doing something that few other business do, try putting time and effort into getting your staff to treat customers for what they are - special, individual people. Searching for a solution to a challenge or a need.

Stumble it!