As a business owner, you already know finding ways to improve customer satisfaction is essential. As you may know, it is easier to keep existing customers than go out and discover new ones and that word of mouth goes a long way.
Today we will look at four unique ways you, as a business owner, can improve customer satisfaction, keep your clients coming back for more, and make it more likely they will refer you to others.
Know your customer
First, let’s start with an appreciation of who your customer is. Age, gender, and more are all taken into account here. For example, if you have many customers from a generation that could be more tech-savvy, they may prefer to do things the old-fashioned way, such as making phone calls. They may need an extra walkthrough on using the website to schedule appointments and leave feedback. Understanding what kind of clients you have will make it easier to ensure customer satisfaction.
Put yourself in their shoes
With that in mind, to understand what one of your customers experiences, you will also want to put yourself in their shoes and go through the customer experience step by step.
Your customers interact with several components throughout their journey with your company, from clicking on your website and reading a blog post to taking action by scheduling an appointment, calling and speaking with a representative of your company, or using software like ServiceWorks to schedule. These can reveal crucial insights into the customer experience.
How easily can customers find and get hold of you? Is it still easy for them to reach you when there is an issue? The best way to find out is to go through the entire experience as if you are the customer. This way, you can anticipate and troubleshoot any possible hiccups.
When you put yourself in your customer’s shoes, you’re working from a place of empathy and understanding of the customer and their needs, which is critical in ensuring customer satisfaction.
Live up to Expectations
Be upfront and honest about what customers can realistically expect from you, your company and the services you provide, and the time frame somebody can provide them in. Don’t make promises you can’t keep. For example, if you’re running a lawn care business, what can the customer expectations regarding the whole experience be? From that initial contact and setting up the appointment to the service itself, the aftercare of follow-up, feedback, and setting up another appointment.
That’s where a software program like ServiceWorks can come in handy. This software does everything from scheduling services to follow-ups and surveys, ensuring customers stay caught up.
Get customer feedback
Customer feedback is the fertilizer you need to help your business grow. Check in with customers at least a few times yearly to see if they are still happy with your company’s service.
You can acquire feedback through online surveys, phone calls, emails, or others. Remember, the client is doing you a favor by taking their time to respond, so it’s important to say thank you.
After you have gotten your response, it’s essential to keep in mind that feedback is useless if it goes unheard. Also, it’s a fact that keeping existing customers has a higher success rate than gaining new ones. That’s why responding and looking at customer feedback should often be a priority to maintain and improve customer satisfaction.
Be bold, be proactive, and collect customer feedback shortly after completing the work. That way, you will know if an issue can be worked out or improved rather than a customer leaving a bristling review on google or social media.
Own up to missteps with gratitude
There comes a time in all good business when you may get a not-so-positive review or feedback. It is disheartening and easy to feel defensive, but take a deep breath and try to look at it objectively and with gratitude. What if you had an employee who was being unprofessional or slacking on the job, you would want to know, right?
After all, most people will only go out of their way to leave a poor review or complain if there genuinely is a problem. For example, respond with “thank you for your feedback,” then address the issue and, if applicable, try to make it right. Not only will this make your customer feel “heard,” but that customer may be more likely to continue to give you their business. Use that feedback as a learning tool to improve customer satisfaction and your company overall.
Customer satisfaction is in the bag
In summary, with a bit of foresight, empathy, and gratitude, you can easily have an advantage over your competitors and improve your customer satisfaction which will retain your customers and make them more likely to recommend you to other potential clients.
In addition, your business will begin to grow, and you may need an easy-to-use software program like ServiceWorks to make things like scheduling and follow-up surveys run like second nature and keep those customers coming back for more.