One of Direct Capital’s core values is “make every customer experience remarkable.” We strive to live up to that every day.
We’re firm believers that every business should do the same. Without the kind of customer service that draws people to your business like moths to a flame, you’re going to lose out on quality customers. That’s a fact.
So make being exceptional a priority. Seek to make every customer happy, and if there’s just no way that will happen, at least let them know you did all you could for them.
So what, you ask, is the best way to do that? Let’s get right to it.
How To Do It
You’re probably expecting my usual brand of bullet points, brevity and (arguably) wisdom, right? Guess again.
The fact of the matter is that there is no one right way to treat your customers. A funeral home director can’t be jocular with his customers, and the dean of clown college probably shouldn’t take everything seriously. You want to deal with customers in a way that fits your corporate culture and helps create a consistent reputation for your business.
The basic tenets of your approach should be that every customer’s issue, problem or concern is an important one. You should definitely ensure that whatever your approach is, all your employees are well-versed in it and willing to follow it closely and break with it only when the need is dire. If you have a coherent, well-thought-out policy for working with customers and preach it often, the results will favor you.
It’s also worth remembering that individual customers need individual treatment. Someone who just has a question about your operating hours needs to be treated in a friendly manner, yes, but someone who is ready to burn your office to the ground requires an entirely different level of sympathy and restraint. Whenever possible, be willing to go above-and-beyond. That’s how you win customers for life.
I’m interested to hear how you make customer experiences remarkable. Let us know in the comments.
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