I don’t know about you but we have been noticing and experiencing a tremendous spin on the customer service skills of employees. We mean that in a good way! Recently at a local restaurant, it appeared that an employee’s soul purpose was to open the front door for every customer coming and going. I actually watched the front door for a bit and that employee never left her post. A professional greeter – where have we seen that before?

Another example was at a theatre we attended. There was an employee that actually acknowledged all the patrons one-on-one as we left the theatre and thanked us for coming to the movies. That’s a first.

What about fast food? Employees are getting friendlier and actually look happy! (Well, most of them.)

It is so refreshing that companies are finally getting on board by training and hiring the right people for customer service positions. Why the change? Competition maybe? Whatever it is . . . it’s about time!

Fresh Tips & Bold Ideas
According to a Gallup poll, 70% of employees are no longer committed to the company.  The “I don’t care” or “It’s not my job” attitude is hurting businesses in a huge way and we think it has finally caught up with many.   Saving a customer is the most single important task you have.

10 Surefire Ways to Keep Your Customers

 
 1. Make Your Customers Feel Important - If you know their name, use it.  If there is any personal information you know about them, talk about it.   Remember without them, you have no business or job.  If you want the entire scoop on how to make customers feel important - check out our website!

2. Thank your Customers Every Chance You Get - Customers have many options available and they chose your company over the competition.   Thank them for their business, and do it often!

3. Know Your Products and Services - Customers want to work with knowledgeable employees, so learn everything you can about your products/services so you can be better equipped to answer their questions.  Be completely open minded during training classes and be willing to learn.  You many think you know it all, but guess what . . .

4. Understand the Cost of Losing One Customer - When you lose just one customer, you are missing out on a lifetime opportunity of profitability with that customer.  The more customers that leave, the more it is going to cost to win them back and the more you have to spend in marketing.  The bottom line:  Losing customers plays a direct role in eliminating jobs and businesses.  HANG ON TO EVERYONE OF THEM!
 
5. Pay Attention to Your Customer’s Needs - Ask questions to find out what’s most important and then listen carefully.

6. Keep Your Promises to Your Customers - Follow up as quickly as possible.  Do what you say you are going to do.  In other words, if they are waiting for you to call them back, make sure you do it before they do!

7.  Make it Easy for Your Customers To Complain - Seriously, this is vital to correcting current problems or issues within the company.  When you have an open ear and listen intently, most times the customer will be respectful with their complaints.   Just think how much time, money and effort you will save on eliminating customer surveys!  Periodically ask your customer, “What can we do different?”

8. Reward Your Loyal Customers with Generosity - We don’t mean you have to send them a gift certficate to Neiman Marcus or Ruth Chris.  Acknowledge them by going the extra mile; bend a rule, do something that exceeds their expectations.  I think it’s called the “WOW” experience.

9. Maintain a Sense of Humor and Have Fun at Work -  People want to do business with people that genuinely love what they do.  It makes customers feel good and they tell others.  How great is that?  Laugh a little (or a lot) with your customers.  It’s a great communication builder.  We think this is where you will receive the most milage and dollars.  If you want an ice-breaker or conversation piece – check out our Zany and Outrageous Calendar

 
10. Never Take Your Customers for Granted - They are the reason you have a job or a business.  Remember customers can come and go whenever they choose . . . and very quickly without any warning or obligation to tell you ahead of time!