Reputation is everything in business. People want to know they can trust a brand and the products and services they provide. Without reputable reviews and good experience, businesses tank.
Not only do you need to be able to market to the right audience, but you need to make sure you are doing everything you can to make the experience a good one. The good experience draws in repeated business, and if your company made an impression, whether good or bad, customers would make sure everyone around them knows.
Even with an amazing product or service, if the experience of obtaining that product and service is a bad one, then you won’t make sales.
Every startup business has a learning curve of what works and what doesn’t. What is important is that the company grows and applies what they’ve learned in time to keep their business from gaining a bad reputation. Reputation is a hard thing to fix once your company is inundated with bad reviews.
The probability of new customers giving your company a chance becomes pretty slim if you’ve got a lot of bad reviews. The good news is with a little preparation, you can avoid a bad name getting attached to your business.
If you’d like to know what you should watch out for when it comes to customer satisfaction, then read on for the inside tips to keeping your business on top.
1. Make It Easy
Test out your point of sale powered carts. If equipment isn’t working and constantly goes down, no matter what your business sells, the customer will go somewhere else.
Most people aren’t patient when it comes to checkout. If you’ve pulled in the right customers and they’ve decided to buy your product or service, but the checkout process becomes difficult, then you may have lost the potential sale that almost went into your business.
If a customer has spent time shopping for what they want, by the time they reach the checkout, they are ready to buy the item and leave. With the right tech to help you keep the buying process smooth and easy, you can keep customers happy and happy customers come back.
The same goes for purchasing items online. If your website is glitchy or crashes, customers won’t make it to the checkout cart. There is nothing more frustrating to a customer than finding what you want to buy but having a hard time obtaining it because the website doesn’t work.
Invest in your business. Have a quality team continuously manage the ins and outs of how your company serves its customers. That includes paying close attention to the store equipment, the usability of your website, the marketing, and the customer service.
You took the time to create a product or service you want to share with the world, now you have to show people your business is worth taking a chance on.
2. Train Your Employees
Whether it is face-to-face contact or verbal communication over the phone, customer satisfaction starts with the employees you hire. It is essential to foster a healthy environment for your employees to work and grow within the company.
Seasoned employees offer better customer service because they understand the ins and outs of your business, unlike new hires who are still learning the ropes. Not only is it important for your customers to be happy, but you need your employees to be happy too. If they enjoy the job at your company, then your customers will feel that excitement.
It never serves well to hire someone and leave them fending for themselves. A learning curve will be expected of every new person that’s hired, but with the proper training, your employees will feel secure and able to handle their job duties with ease.
Training not only takes care of the new hires, but it helps the seasoned workers too. Continuous learning and growth will keep a company in the know and handle changes with little difficulty. Employees who are invested in your business will want to see the products sell and reach their potential.
Creating an environment that allows your employees to give their opinions on improvements and satisfaction with every achievement creates value. If your employees feel like more than just a job, then they will invest back into the company and stay long-term.
Never has a customer walked into a business and seen a slew of unhappy workers and thought the products must be amazing. The first thing that customers will notice is unhappy people who are unlikely or not willing to help them and give them the time of day.
No matter the job, if your employees are trained right and invested in your company, they will treat your customers right. The tone of voice, active listening, and showing empathy are just a few traits you want to see your employees reflect. Solving problems regardless of what department they are in should be part of the employee training.
No one enjoys being shuffled from department to department, only to be told by the employee that they don’t handle that issue. If your employees feel valued and you’ve fostered a team environment, then that value will be given to your customers too.
Employees that work with a smile are welcoming every potential customer that walks through your door or takes time to call in. Employees trained right will keep the customers happy.
3. Pay Attention to Your Customers
Sometimes a customer hints at what they need, without knowing how to say it. Make sure employees pay attention to the questions a customer is asking so they can fully help them find what they need.
A customer who is struggling to pinpoint what they want but takes the time to describe their problem is looking for answers. If your company is the one that’s able to help them, then you’ve gained a loyal customer and boosted your business reputation.
Brand loyalty comes with hard work but is worth every effort you make. Even if your products and services are priced a little higher than a competitor’s, if your customers know they can get excellent service, they’ll choose your business over and over again. Good service makes the price tag worth every penny.
Paying attention to your customers goes beyond the first service they receive; it continues after they’ve bought your product and service too.
If something goes wrong with the purchase, your customer wants to know you’ll make it right. Customer satisfaction will never be as high as you want it to be if you don’t make sure you’ve got people handling concerns after the purchase is made. Ensure your customer’s trust by having well-trained staff ready to take complaints and help the customer resolve the issue.
Customers want to feel heard and know that they are not just another number in the corporate scheme. Go beyond the average and set your company up to provide the service your customers want. Service done right will only strengthen your brand and trust with the public.
4. Be Available Online
When people browse for products or services, they typically start online. Not only does your marketing depend on a social media presence and website, but so does your company’s reputation.
People don’t take businesses seriously that can’t be found online. Without social media for your company or a reputable website, then customers won’t have a way to build trust. It is essential to have an interactive social media presence so you can connect with your customers.
Being available online opens up the door for fun competitions and giveaways to drum up business and gain new, happy, customers. Not only can you analyze your audience that is responding to your company, but you can run targeted ads tailored for your specific customer based on their needs, likes, and activity.
Getting your company in front of the right audience will help you draw in the customers you need and have a better opportunity for showing them the satisfaction your company can offer.
It is essential to be available to your customers. Part of that availability comes from being accessible online. You can utilize chat features and have employees on call to talk to potential or existing customers. If your business has a fantastic response rate, then you can bet customer satisfaction will go up.
Customer satisfaction can make or break your company. Making your customer’s satisfaction a priority will ensure your brand loyalty and create trust with the public. Part of satisfied customers means going beyond having an excellent product or service.
Having equipment and systems that run smoothly, and creating easy check-out matters as much as having the right product available.
Trained employees that feel value will show that value back to customers. Making sure your company is easily found not only helps you market but strengthens your brand. If you have these areas up to par in your company, then your business will foster happy customers.
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Paisley Hansen is a mother of three and a small business owner. She spends her time caring for her children and taking her business to the next level. When she’s not busy working or taking care of her kids, you can find her at the gym or curl up with a good book.