The better you serve clients, the longer they stay with you, pay more and advise their friends. At the same time to improve the service often do not need huge financial or technical resources. Here are few essential pieces of advice that can assist to boost your customer retentions that can directly increase your business outcomes:
Learn the Customer Service of all Employees
Often we are mistaken, believing that only one department is dealing with customer service, which is on the front line. But this is not so. Any member of the team can pick up the phone, and he needs to know what to say on the phone; each employee may be at a meeting, and he should know how to prepare for it and how to behave. For motivation we use the following scheme: every senior specialist of the company should be able to hold a meeting with the client without a project manager. Therefore, new employees are trained to communicate with the client as they grow in the company. Conduct seminars and training, publish rules for working with clients for all your employees, and not just for those who are directly engaged in service. This should be done by department heads under the supervision of the client’s deportation manager.
Coverage for Customer
Do not get hung up on a certain segment of customers. Expand your range of activities. Your client is obliged to want your carrots in the reception from a cosmetologist, he should want your cosmetics on the market. Develop a range of services. If you sell fruit, at the same time sell fresh juices, fruit salads, fruit mixes, make beautiful dishes from fruit to order. Do not limit yourself and your customers when choosing your product options. In any field of business, there is room for more extensive coverage. Even if you sell bricks, sell immediately a ready garage. Do not stand still, your business needs to be productive to ask the customers what they want.
Yes, this should be your advertising. Having seen, having heard, having smelled, your advertising the person should have an inducement factor – he wants to come and see with his own eyes, he wants to hear it personally, he wants to try it himself, he wants to touch personally. Be the impetus of these desires. You can do it so that people themselves will answer the question of how to improve the business for you.
Be in Touch with Customers
The client should always dial the manager. For example, if our office does not pick up the phone, the call goes to the employee’s mobile phone. That the call did not go to all employees at once, but only to the right manager, integrate CRM with telephony. The system itself will distribute the calls. This will save time for the client (no need to hang on the line) and your employees (do not constantly switch calls to other internal numbers). At the sales phase, the sales manager is responsible for the lead, after the sale, he passes it to the account manager, who is assigned to CRM as the new contact person.
Talk not only in the Mail
Managers like to translate the dialogue into the mail. This allows you to conduct several cases in parallel, before the answer to think carefully and just do not listen to client complaints. Nevertheless, correspondence is a narrow channel of communication, so take yourself for a rule – you need to talk with a client. In the mail, you can fix the arrangements, send the meeting protocol, send the files for approval. However, this does not negate the need for regular “live” communication. (Invoice communication, the fixing of agreements in the mail should be spelled out in the regulations.)
Emma Watson is a noble industrialist living in the United Kingdom. She is working to provide tutorial assistance to new generation regarding business environment through several platforms including essay writing service UK for the help of students.