Wondering how to make your splash in the sea of service providers in the market today? It’s true what they say-it really is all about customer service. Here are some tips to keeping your customers happy and returning for more of the service you provide:
Remember that when a customer hires your company, they are not just paying for the service; they’re paying for you. Of course, they expect the job to be done right, but they also expect you and your employees to be friendly, courteous, and respectful in each and every correspondence and point of contact you make with them. From the secretary who answers the phone when they call to make an appointment to the person who shows up at their door to provide the service, they expect smiles, greetings, and common courtesy. Think of this as an integral part of the service you’re providing, and you’ll be giving yourself and your business a leg-up on the competition.
No matter what service you are providing to your customer whether it be a manicure, a house cleaning, or a septic tank service, you and your employees should conduct themselves with professionalism at all times. This means dressing appropriately and professionally, managing communication with the customer politely and effectively, and handling the customer’s possessions with care and respect. If you are good at what you do, but fail to exude professionalism, your business will suffer as a result.
Make sure your customers can depend on you to provide services when you say you will. For instance, if you state that your office hours are from 10-5 everyday, don’t leave at 4:45 because if and when the phone rings, you will likely have lost a customer. If you promise to provide a specific service, no matter how small, make sure that it is done and done right every time. Keep your appointments, and never be late. If you’re reliable and dependable, your customers won’t have the need to call your competitors.
Guarantee your services.
Give your customers confidence in their decision to hire you by guaranteeing your services. You can either offer them a money-back guarantee if they’re dissatisfied for any reason, or at the very least, assure them that you will make right on any mistake or less-than-quality service. If they know you stand by your work, then they’ll feel much more comfortable paying you for your service.
Offer a competitive price.
Even if you offer impeccable service in a dependable and professional way, your business may still find itself gasping for air if you don’t offer a competitive price. Do your homework and find out what other service providers in your area and in your niche are charging, and then match or beat their price. Starting out, you should offer the lowest price you can while still turning a profit-at least until you build your brand, your reputation, and your customer base.
To maintain your customer base, you need to be sure to provide service even after the sale. Don’t assume that a one-time customer will return to you for future business, even if you did a great job. Make the effort to keep your brand in the back of their mind. For instance, you could call a few weeks after the service to see if your customer is completely satisfied. Or, perhaps you could send monthly reminders for follow-up services or “Thank You” cards to communicate your appreciation for their business. These seemingly small efforts, when performed consistently could potentially result in a hefty return on future business.
The most important thing to remember when working in the service industry is that the service itself is only half of your business. What’s the other half? You and your employees. If the customer likes your work but finds your customer service lacking, they may look elsewhere and even pay a higher price for a company who acts as if they appreciate their business. Slap on a smile, shake hands, and bite your tongue if you have to-whatever it takes to keep the customer happy. The happier your customers are, the more likely they will spread the word about your business, and return to you for future service calls. And what does that mean for you? A healthier-and happier-bottom line.