Become Vital to Your Customers

John Krautzel
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It's no secret that a company's success depends on the satisfaction of customers and clients. Customer service must be a priority to survive and thrive in the business market. Your customers rely on support and assistance, so meeting customer expectations from the first to the last interaction is vital.

Meet and exceed the needs of your clients by obsessing over impressions and interactions. Make a good first impression by ensuring employees are trained to become vital to each and every customer. For example, hire people who are kind, gentle and patient. More importantly, train employees to put the customer first at all times. Motivate employees by making it clear how customer service satisfaction improves the company's bottom line, meets the missions and goals of the business and impacts the overall company culture.

A first impression involves more than kind interactions with clients. Spruce up your workspaces to provide curb appeal. Ensure the office space is clean and free from clutter to make the best impression when clients walk through the door. Touch up landscaping and office decor, and offer refreshments and paid parking to clients.

Offer a customer service style that provides options for your clients. Meet and exceed customer expectations by streamlining or automating transactions, featuring online viewing of products and services, and communicating via chat and mobile applications for the convenience of your tech-savvy clients. Don't abandon face-to-face or voice contact, though, as some clients prefer one-on-one contact. The key to customer service success is to provide options that are tailored to each potential, current or future client.

Become vital to your customers by anticipating their needs. Compare the customer service experience to a personal relationship. Customers want and need to feel appreciated and cared for from the start of the transaction to the delivery of products and services. Anticipate customer needs so they feel supported and nurtured. This practice typically builds loyalty to the company and satisfaction that prompts return clients and increased profitability.

Carry through a "get to them first" approach when interacting with potential, current and future customers. Ramp up communication practices by personally reaching out to assess the products and services needed. Send reminders, offers and discounts via email, text or mail. Offer new services or products exclusively to your clients, and solicit feedback once the transaction and delivery are completed. Ensure your customers never have to ask for anything because you have already anticipated their needs.

Clients crave communication, personal interactions, support and positive impressions. Your business should aim to meet the needs of your clients before they acknowledge that these needs exist in order to become vital to each and every customer. Superior customer service relies on the genuine desire to assist and support clients. Lead your customers to satisfaction and in the process, build long-term, loyal relationships to advance your products and services.


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