6 Customer Satisfaction Tips
As a business owner, you understand that your success depends on your customer’s satisfaction with your product, service, and company. However, today’s customers have different demands than those in the past. Therefore, these are a few tips to help you improve your customer satisfaction.
Caring Service Providers
Your customers can forgive a lot if they experience caring, compassionate, and helpful service providers. They are looking for individuals who can solve their problems. They want to be heard and for someone to take their concerns seriously. The delivery of your product and solution is just as important as the quality of the product.
Product quality cannot be overcome by great customer service. Therefore, you need to ensure that your product is defect-free. It must function as advertised. It should be sturdy and usable within the parameters it was created to perform within. Avoid sloppy or poor product design at all costs. Choose high-quality raw materials. Use a streamlined manufacturing process that provides consistent quality and functionality.
Clear, Accurate Marketing
Your customers need to know exactly what your products and services are, how they can be used and what their limitations are. Only transparent, accurate marketing can accomplish this. Avoid outlandish or untrue claims about your product’s capabilities. Make the information readily available from a wide variety of sources, from social media and your website to any print or TV advertising you do.
Build a Problem Resolution Process
The truth is, there will be times when things go wrong. When this happens, you need to have a process in place to address these challenges. For example, you may need alternative vendors, rapid product development processes, or strategies for addressing customer concerns.
Your customers have expectations about when they can get your products. If you advertise them in retail stores, these businesses should be well-stocked. You may also provide special order capabilities, but be sure you can fill them quickly.
If you provide online ordering, make sure your supply chain is efficient and your packaging and delivery services are prompt. Keep your customers informed about any delays, but avoid them if possible. Even custom orders should be delivered quickly. However, your customers should understand reasonable delays on these items.
All of your staff should receive effective, comprehensive training so that they can do their jobs to the best of their abilities and based on your corporate processes. Your customers can tell if you have novice or untrained staff, and this does not reflect well on your company. Therefore, invest in training.
Customer satisfaction can be tricky to achieve. It takes extra effort in a few key areas and the willingness to go beyond the norm.