It’s unfortunately become a reality, but many shoppers are now very accustomed to terrible customer service. Being placed on hold, waiting for employees to finish their text, and having to ask for help are just some of the frustrations that many consumers are faced with. Not only do these types of practices make your shoppers think of other alternatives, but it also places your reputation you’ve worked so hard to create in peril as customers are now accustomed to voicing their frustrations both offline and online.
We’ve learned over the years that the key to great word of mouth is placing a little positive “shock” into the customer experience.
Here are three ways to make your customers say “WOW!”
Random Acts of Kindness – Whether it’s a completely happy customer or one that is beginning to get a little hot under the collar, a “RAK” can do wonders to make their day. We’ve surprised our customers with gift cards, tickets, food and much more. It’s that huge smile that comes about when you surprise your customers that provides that little piece of winning something that gets them talking. So if your customers need to wait for 10 unexpected minutes or you want to promote an upcoming product launch or event, the “RAK” is guaranteed to get them talking, sharing and spreading the word that your business treats their customers like royalty.
Live Help – When someone is in need of immediate assistance, do you think being transferred, being placed on hold or forcing them to leave a message is the best way to treat them? If you’re a local business, the customer is potentially going to physically arrive at your doorstep and you’ll now hear from them in person as fellow shoppers listen in. Make sure that your team is well-versed in helping phone calls under pressure. The other day, I called a prominent accounting software company and after three rings, a live person answered and I started laughing as this just doesn’t happen anymore. That right there and the fact that they were informed and found answers to all my questions went a very long way.
Chat It Up! – We’re big fans of answering online inquiries ASAP. In fact, on Facebook, you’re rated as a business page with how long it takes you to respond to comments and messages you receive. Your first step should be to make sure your social media app settings are set to notify you with sounds, alerts and push notifications as soon as they occur…it can mean the difference between making an immediate sale and possibly losing that sale. You also need to keep in mind that as customers search online for solutions to their problems, they typically want quick answers. And many times, they have questions that a phone call or email would take too much effort to perform, so adding a chat function to your website is a very good best practice. Using a free service like purechat.com and their mobile app can give you the ability to answer questions while on the go.
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As founder of The Root Group, Bryce Root has a sincere passion for helping small business owners via his 20+ years of diverse marketing experience.
"I own a fitness studio in San Francisco, which requires constant marketing. We used to market on an as-needed basis, not strategically, and our business wasn't as profitable as we knew it could be. I was looking for someone to help us establish a brand image/strategy that excited people to join. Bryce encouraged us get to know our clients more than on a surface-level before our first meeting, which has turned out to be the foundation for every business decision we've made since then.
Bryce is methodical in his work -- giving us spreadsheets, handouts and homework. He's a great teacher in that he asked us questions (instead of lecturing) so we could arrive to the best marketing decisions on our own. Our sales are more than DOUBLE what they were this time last year, thanks to Bryce!! I could go on and on about everything I've learned from this invaluable experience. If you love working on your business and watching it grow, your time with Bryce will be worth every minute. It's exciting, thought-provoking and most importantly he helped us make a lot more money than we thought possible in such a short amount time!!!"
Shala M., Co-Owner - YuBalance Fitness Studio
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