These days, most businesses transformed into an online setup, wherein products are marketed purely online and delivered. The COVID-19 pandemic struck businesses worldwide to adjust to new settings and still maintain consistency to keep customers and develop new products. The question now is how do owners and staff keep a customer-first mindset at work amidst the pandemic?
There are numerous ways to overcome the hurdles and fight the way through an economic crisis, and the best way is to keep a customer-first mindset. Follow these simple steps, and you can ensure that your business will continue to grow amidst the COVID-19 economic crisis.
1. Punctuality
Being punctual at all times guarantees satisfied customers. However, the pandemic makes it extremely challenging to have products delivered on time due to the skeletal system of the third-party delivery services, which causes a delay in delivery schedules. Furthermore, booking meetings for services nowadays is no longer “hassle-free” but must come through forms and history taking of COVID-19 exposure to ensure the safety of the staff members and customers. Therefore, how can business owners provide on-time delivery of products?
First, make sure to set a reasonable and realistic timeframe. You can do so by considering the third-party delivery services and inform customers that delivery schedules are subject to change based on COVID-19 guidelines and restrictions before they purchase your product.
Secondly, ensure that you respond to business inquiries on time and regularly. Your response rate is crucial in determining whether or not a prospective buyer will pursue purchasing your products or services. Efficiently, customer response should be as soon as an inquiry is received and not more than ten hours.
In business, being punctual does not only regard time but honesty and transparency between business transactions because you can always justify reasonable delays by providing supporting evidence of business agreements between your customer.
2. Enthusiasm
Communicating enthusiastically with customers is key to long-lasting customer relationships. Business owners and staff who speak to customers on the phone with a smile on their faces are essential to make customers feel comfortable and enthusiastic enough to get excited about making a purchase. Still, do not be too eager as it may come out aggressive, which will drive customers away. Relax and have fun selling your products; the right customers will appreciate what you offer.
Also, sell your products online enthusiastically by making sure that your voice is heard and let them see that you are passionate about your products and services. Use various social media platforms to raise awareness, conduct online raffle draws, help customers win prizes and gain relevant knowledge, and make sure that you reply to their inquiries with a smile!
Be someone who radiates positivity. Use your entrepreneurial voice or influence to inspire excitement in people. Your business is what you make of it; therefore, always choose to stay on the positive side of the field.
3. Respect
The key to maintaining loyal customers is by treating them with respect at all times. Even when you disagree with the saying that “customers are always right,” popularised by pioneering and successful retailers such as Harry Gordon Selfridge, John Wanamaker, and Marshall Field, a respectful business owner and staff will always acknowledge customer’s concerns modestly. Avoid arguing with customers as much as possible and stick with explaining the terms and conditions of your services. Dealing with unsatisfied customers can be one of the most challenging things in business. Through experience, you will eventually know how to handle things better in ways that best fit your company. Still, the fundamental approach in dealing with dissatisfied and frustrated customers is to communicate with them in their preferred method and time and put your shoes in theirs but still think for the company and reach a mutual agreement.
Also, treat customers fairly, avoid letting your relatives, friends, and colleagues skip the line because this will make customers feel unvalued. Encourage staff to be kind to every customer without regard to color, size, gender, and race.
Most significantly, promote diversity in your business; this way, you will attract more customers and find ways to agree with customers by hearing them out. Avoid being dismissive and continuously promote a healthy working environment even when you’re currently working from home.
4. Curiosity
When conversing with your customers, the best way to show that you value them is to show interest, and you can do this by being curious about what they want or need from your store or online business. Asking relevant questions and doing follow-ups will show that you care about them in ways that will help them choose the best product or services that suits their preference. Guaranteeing customer satisfaction by asking relevant questions is necessary to obtain regular customers. Furthermore, building rapport in initial meetings, whether online, is also a significant factor in how customers will remember your sales services.
It is necessary to treat every client with respect, so be keen on the questions you as; avoid personal questions, taboo topics, and when conversations start to heat up, make sure to change the subject smoothly to prevent any argument. Thus, asking relevant questions shows that you care about your customers and do everything in their best interest.
By staying curious, business conversations do not run dry, and your reputation positively increases as customers get hook by your engaging manner of conversing with them. Who knows, by asking all the relevant questions to customers, you may gain creative ideas which will help innovate your company.
4. Helpful
Most importantly, customers must view your business as helpful, whether good for their health, lifestyle, diet, fashion style, etc. Find ways to promote your business most attractively and humanely for audiences to appreciate. Take control of how audiences perceive your business and make sure that people are satisfied with your help. Answer inquiries and suggest ideas. If you have relevant discounts, offer them to help them pay for what they desire. There are numerous ways business owners and employees can provide help, one of which is by answering questions and encouraging customers.
Giving compliments to audiences and buyers will also help boost their confidence, and the kindness you radiate will encourage them to come back. Thus, offering relevant suggestions can help your customer reach a good decision which they will be thankful for in the future.
Treat the customer like you would want to be treated. Period!
Brad Schweig
Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers, there is no company! Going above and beyond for customers is what separates companies that thrive from companies that only survive. That’s why these tips and quotes about the customer-first mindset and how to provide excellent customer service are essential. When your team consistently creates an environment of fantastic customer service, it forms repeat business and referral business. That’s because when your customers feel appreciated and valued, they will provide your business with a positive online review so you can build a reliable reputation.
