Another Secret Revealed
TRANSCRIPT :
In the last post in this series, we talked about the first secret to building a solid customer service plan and how to decide what your vision is.
Today we’ll talk about the second secret in taking your satisfied customers to raving fans. You must know what your customers want. Know who your customers are and you will know better how to serve them.
Demographics are really important here. An upper-class woman in her 30’s is going to have completely different expectations than a working-class man in his 50’s.
There are four main areas you need to consider and plan when figuring out what your customers want:
Listen to Your Customers
Ask Your Customers Sincerely
Offer More than Just a Product/Service
Know When to Ignore Them
These are all important when deciding what your customers want out of their shopping experience.
Listen to Your Customers
You need to listen to both what they say and what they don’t say. Customers may say they want one thing and really mean something else. For example, if you customers are begging for lower prices, you may find out their real priority is quick delivery.
Also, listen to your “silent” customers. These are the customers don’t bother to complain because the service is so bad they’ve just given up and don’t feel like their voice matters. They feel unwanted and when a competitor shows up, they’ll be gone.
Lastly, you need to listen to customers who only reply with “fine”. These customers are similar to the “silent” customers in that they are so used to bad customer service they only give a monotone response.
Ask Your Customers Sincerely
If you aren’t sincere when you ask their opinion, they are going to see right through you. You may be thinking, “What about the customers who aren’t saying anything?” You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really care, and you should!
Offer More than Just a Product/Service
Your customers are looking for much more than a simple product or service, they are looking for an experience that makes them feel good. They gauge every step of the process with a value. When you take this into consideration and treat them like people, they will feel like they belong.
Know When to Ignore Them
You may think this goes beyond providing good customer service, but in reality you can’t give them everything and someone people you will never make happy. You have to set limits and stick to them. If your vision and company don’t meet the needs of the customer, they will be best suited somewhere else.
These are the steps and tricks to figuring out what your customers want and how you can use them to work on your customer service vision and plan.
Here's how you can bring your business to THE next level:
1. Download my free resource on everything you need to grow your business on a single page : https://link.thecompleteapproach.co.uk/1page
It's a detailed breakdown of how you can grow your business to 7-figures in a smart and sustainable way
2. Join The Complete Approach Facebook Group : https://TCA.fyi/fb
Connect with like-minded individuals who are all about growth and increasing revenue. It's a Facebook community where we make regular posts aimed at inspiring conversations in a supportive environment. It's completely free and purposely aimed at expanding and building networks.
3. Join our Success to Soar Program and get TIME and FREEDOM. : https://link.thecompleteapproach.co.uk/Success-to-Soar
If you're doing 10-50k a month right now: I'm working with a few business owners like you to change that, without working nights and weekends. If you'd like to get back that Time and still Scale, check the link above.
4. Work with me privately
If you'd like to work directly with me and my team to take you from 5 figures to 6 and multi 6 figure months, whilst reducing reliance on you. Click on https://link.thecompleteapproach.co.uk/DiscoveryCall tell me about your business and what you'd like to work on together, and I'll get you all the details.