If you want to make a reasonable income in any business, one of your main goals should be to deliver exceptional customer service.
What do I know about customer service? As a former salesman at an Audi car dealership I have dealt with dozens of customers with very high expectations and learned how to treat them exactly the way they expected.
My 5 tips for making your customers happy and getting 5 star reviews are:
1. Respond quickly
The old saying “The customer is king” is true if you want to be successful. No king wants to wait 24 hours to get a response. Maybe back in the day when people sent pigeons to deliver messages it was normal, but with all the technology available to you today it’s just not acceptable. Download the Fiverr app on your phone in order to get notified whenever a customer sends you an inquiry or places an order and respond as quickly as you can.
2. Listen (read) carefully
One of the traits of successful business people is that they know how to truly listen to their customers and deliver exactly what they want. When receiving a message from one of your clients, make sure to acknowledge every detail. Often we are in a hurry or overly excited with a new order and oversee important information.
3. Deliver more than asked for
Okay, you may think that you are not getting paid to do extra work. I am not saying that you should put in another hour to make your customer happy. A small detail can go a long way. Think of something your customer will appreciate, it shouldn’t take you more than 3-5 minutes.
4. Empathize with your customers
Try to really understand them. Feel what they feel. It is easy to get caught up in your work and forget that your customers are real people with real issues and problems. Remember to always see things form their perspective too. This is specially important when dealing with unhappy customers. Although you might be unable to deliver a solution sometimes, you can always make sure you let them know that you understand them instead of just defending your point of view. If there is no other way out, give your customer a refund, the last thing you want is a bad review.
5. Treat your repeat customers better
There are 3 types of customers. The ones who order a 5$ gig once and you never hear from them again, others who order a couple of times until their project is completed and the ones who are in constant need of your services and always come back for more. Your focus should always be on repeat customers. Of course a one time buyer also deserves a good service, but in order to achieve and maintain a steady income stream, you should always give those who keep coming back a special treatment.
These tips prove that providing exceptional customer service isn’t rocket science. You will surely make a mistake sometimes and lose a customer or two. But even big businesses like Amazon or Samsung lose a client every now and then. The important thing is to always remind yourself that without your customers, you couldn’t be providing any service and making money. At the end of the day, it’s all about them.
Did I miss anything? Feel free to provide your point of view on these tips or share any experiences you had in the past.
And of course, I invite you to check out my new article writing gig!