Negative reviews written by customers not only hurt the business of small companies, but it can shape the future of what customer base it can continue to carry. There are, however, some small companies who are continuing to provide an excellent customer experience. As customers interact with a business, their interaction is part of the whole experience from the convenience of hours, the knowledge of the employee, to their attitude. Here are a few tips to help you retain a reputation for excellent service.
When smaller businesses find themselves wanting to mimic the larger companies, they will find themselves at a disadvantage when it is realized that their customers are unable to navigate the system and the connection between company and customer is lost. Simply focus on your customer experience to ensure your customer will get what they need quickly.
Relationships Are Key
Once you create an open communication line to where the customer knows, likes, and trusts you, you will see the rise of your success. These loyal customers will gain you repeat business.
Don't Compete on Price
Listening to and adjusting to the needs of your customer base will create loyal customers who feel valued in your company. This will gain you future business of possible new customers.
Employees Must Fit
It is hard to screen potential employees on how he or she might interact with customers. You may find that they are not well experienced to deal with sticky situations with customers. Don’t overlook people you know who have customer-focused ideas that could help build your business.
ALL Feedback Is Good Feedback
Feedback is crucial to improving your business to build a strong customer base or to hold on to those already loyal. Show your appreciation to your customers by holding a day to celebrate them, and it will go far in their minds. Always look at negative feedback as room to improve and fix what it is you may be doing wrong.
Pick A Platform and Stick With It
Active engagement in social media platforms is critical to building your fan base and loyalty. Stay active with your social media accounts and interact with your customers when they post something.
No One Likes ‘But…’
Watch for patterns when customers describe their experience with your business in a review. “The service was swift, but…” or “Shipping was quick but…” These are the terms you want to avoid.
The advantage of having a small business is that you are in the driver’s seat in controlling your operations. You can choose your customers to create an outstanding experience or not. Don’t miss your opportunity.
This is where we come in. With our customized business-building workshops and creative strategic plans, we help you stand out, turn your customers into loyal fans, and make more money. Use this form If you would like to schedule a time to speak with Carrie on how she can increase your bottom-line by redefining your visibility and up-leveling the value-added Customer Experience you provide. Don't forget to check out our FREE Checklist for the Ways to Boost Your Revenue
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