Think lifetime value, not transactional value. A good way to keep customers coming back to you and not your competition, is to offer incentives that will them coming back for years to come. Get creative…your bottom line is depending on it!
Finally, determine how you’ll know for certain that the customer was satisfied with your “customer service.” If the customer’s not satisfied, your Telus customer service system has failed, no matter how good you think it is.
#8. Listen attentively! In addition to knowing your customers name, a great way to maintain customer loyalty is to listen to their questions and concerns. Practice waiting two seconds after each statement or question from your customer; this demonstrates you are listening and giving sincere thought to their question or concern.
When deciding what sort of product to sell consider this. You can either sell a high volume of low value items to non affluent customers or a low volume of high value items to affluent customers. I can tell you now that more customers isn’t necessarily a good thing, especially if you’re only selling them low value items. The overhead of customer services when selling low value items to lots of people can soon become unmanageable. If you have the choice, sell high value products to a select few affluent customers. Your life will be so much easier.
Oh, you didn’t know I could do that? You weren’t aware that at least ten other establishments in our neighborhood do exactly what you do? And that at least one or two of them would be happy to comply with my list of demands? That’s too bad; you really should get out more. No worries though: you’ll have plenty of time to go check them out when all your customers are gone.
What’s advised is, instead of trying for a 24×7 support system running, concentrate on providing self-help-support for customers. A customer would appreciate a site that says “Customer Support from 9am to 5pm” along with self-help support documentation rather than going for the more expensive 24/7 support when your business is small. With competitive pricing this would paint the company to be one run by a professional rather than a newbie.
The ingredients of a good voicemail message are simple. When recording a voicemail message smile and start your message with an excited greeting. Then apologize for missing the call and say something like, “I am currently assisting other valued customers just like you in their search to find the perfect storage facility and unit for their needs.” Explain on your voicemail that their call is very important to you, and that you will be returning their call as soon as possible. Lastly, wish them a good day until you speak. Leave them thinking that you run a professional organization.
But customer service can take a completely different route when your organisation is paying, and of course trusting, a third party to sell your product or service. In your case it could be widgets sold through authorised agents. In this case its accommodation being sold on behalf of landlords. And almost certainly landlords who want you to generate as much revenue as you can on their behalf. Isn’t that what an agent gets paid for?