Building customer relationships.
Building rapport with customers takes time and effort. As a small business, you have the advantage of maintaining a more personal touch with your clients over big, faceless organizations. Here are three ideas to consider when working on building stronger customer relationships.
Surprise and Delight
Offering great products and services is always a priority. But you should continually try to improve your business in order to impress (and keep) ongoing clientele. Staying on the cusp on the latest trends and technology is a good way to show customers that you’re thinking of how you can best meet their needs. Another great way to exceed customer expectations is the adage “under promise and overdeliver.” Meaning, it’s better to quote a seven-day delivery window, knowing you will probably deliver in three days, than to tell them three days and get it there in four.
Proactive Communication
We have to admit that sometimes things go wrong. Whether it be a faulty product or a less-than-stellar service interaction, don’t wait for the customer to notice or make a complaint. You should be the first one to communicate when these hiccups happen. Everyone makes mistakes and a customer may be more amenable when you approach them sooner rather than later. Plus, when they look back, they will most likely remember your honesty and build further trust in your business.
Keep the Connection
Modern technology means there are many communication channels available for you to speak to your customer and vice versa. There’s email, social media, blogs, chats, texts, phone calls, surveys… the list goes on and on. Make sure you’re not just blasting them with information, but actively engaging in conversations with them and reviewing their feedback. One of the worst things you can do is forget to check every channel. Social media messages, for instance, can sometimes be ignored or missed all together. Make sure your customers are aware of the best ways to connect with you and be sure to get back to them in a timely manner.