It is popularly said that customers are always right. As a business owner, manager or employee, you have to make sure that clients always feel welcomed in your place of business
Be nice
According to www.huffingtonpost.com, people eventually forget what we say or do, but they always remember how we make them feel. When people walk into your business and receive a sincere, warm greeting and a smile, it makes an impression. Note that this is different from a canned greeting that virtually screams, “My manager is requiring me to say this.”
Build a community
Create ways for customers to engage with you, learn more about what you have to offer and connect with other fans. Whether it’s a social media presence, an app or special events for your followers, make it easy for your customers to share their stories and participate in two-way dialogue.
Go the extra mile
If you go above and beyond for a client, be sure they know about it. For example, if you scout around to locate their favourite wine that’s been discontinued, say something along the lines of, “I know this is your favorite brand; when I found out they were discontinued, I made some calls to see if I could get you some bottles before they’re gone.”
Show your appreciation
Etiquette 101: Say “thank you.” A handwritten note, personalised message, or a token of appreciation on birthdays or other special milestones goes a long way in building goodwill.
Ask for their opinion
Most people only comment on a business when they are unhappy with a product or service. But if you give your customers the opportunity to provide their thoughts, not only will you get valuable insight, they will feel heard and probably appreciate your attentiveness. Take their insights to heart and get back to them to let them know how their feedback has made a difference.
Focus on filling a need
If you are in a position to help a customer make a decision, give them options and explain price differences. Don’t automatically refer customers to the most expensive choice, even if you think they can afford it. It’s the difference between creating a good feeling that inspires trust in you or a bad feeling where they think you are only interested in their wallet, not their needs.
Request referrals
Happy clients are generally eager to help you. Don’t be afraid to ask them to recommend you to others who may like what you do. “I’m interested in expanding our client base. If you can think of anyone who might benefit from our services, I’d appreciate a referral,” you may say.
Reciprocate
This takes many forms, but one perspective is to support the people that support you. For example, if you are a website designer and one of your clients has a retail business, visit and shop, letting them know that you are their customer as well.
Be cheerful
Whenever a client speaks with you on the phone or steps into your business place, let them feel warm and welcome. The client should be able to hear a smile in your voice.
Be professional
Refer to customers as sir and madam. Properly excuse yourself if you have to step away from the client. Refrain from using slang words or obscenities, and do not refer to the client by the first name unless he insists that you do so. All of these help to set a professional tone to your relationship.
Use honesty
Tell the truth to the customer at all times. Let her know what you are authorised to do to help in a situation, and if the situation gets beyond your authority, then let the customer know that you need to transfer to a manager or a more senior person. If you tell the client a lie in any particular situation, it may become a problem the next time you have to relate with that particular person. Be truthful and be honest in all your dealings.
Be empathetic
Listen to what the client has to say and then, let them know that you understand their situation. Empathise with the client by letting them know how you would feel if you were in their situation. This will help the client to believe you are on their side, and that you are going to work to offer a fair solution.
Be complete
In all dealings with your client, make sure you follow thoroughly to the logical conclusion. Be certain that you do not leave any stone unturned. Make sure you are following the correct procedure for each assignment. If you need to stop to review what you have done before you close the deal, by all means do that.
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Be nice
According to www.huffingtonpost.com, people eventually forget what we say or do, but they always remember how we make them feel. When people walk into your business and receive a sincere, warm greeting and a smile, it makes an impression. Note that this is different from a canned greeting that virtually screams, “My manager is requiring me to say this.”
Build a community
Create ways for customers to engage with you, learn more about what you have to offer and connect with other fans. Whether it’s a social media presence, an app or special events for your followers, make it easy for your customers to share their stories and participate in two-way dialogue.
Go the extra mile
If you go above and beyond for a client, be sure they know about it. For example, if you scout around to locate their favourite wine that’s been discontinued, say something along the lines of, “I know this is your favorite brand; when I found out they were discontinued, I made some calls to see if I could get you some bottles before they’re gone.”
Show your appreciation
Etiquette 101: Say “thank you.” A handwritten note, personalised message, or a token of appreciation on birthdays or other special milestones goes a long way in building goodwill.
Ask for their opinion
Most people only comment on a business when they are unhappy with a product or service. But if you give your customers the opportunity to provide their thoughts, not only will you get valuable insight, they will feel heard and probably appreciate your attentiveness. Take their insights to heart and get back to them to let them know how their feedback has made a difference.
Focus on filling a need
If you are in a position to help a customer make a decision, give them options and explain price differences. Don’t automatically refer customers to the most expensive choice, even if you think they can afford it. It’s the difference between creating a good feeling that inspires trust in you or a bad feeling where they think you are only interested in their wallet, not their needs.
Request referrals
Happy clients are generally eager to help you. Don’t be afraid to ask them to recommend you to others who may like what you do. “I’m interested in expanding our client base. If you can think of anyone who might benefit from our services, I’d appreciate a referral,” you may say.
Reciprocate
This takes many forms, but one perspective is to support the people that support you. For example, if you are a website designer and one of your clients has a retail business, visit and shop, letting them know that you are their customer as well.
Be cheerful
Whenever a client speaks with you on the phone or steps into your business place, let them feel warm and welcome. The client should be able to hear a smile in your voice.
Be professional
Refer to customers as sir and madam. Properly excuse yourself if you have to step away from the client. Refrain from using slang words or obscenities, and do not refer to the client by the first name unless he insists that you do so. All of these help to set a professional tone to your relationship.
Use honesty
Tell the truth to the customer at all times. Let her know what you are authorised to do to help in a situation, and if the situation gets beyond your authority, then let the customer know that you need to transfer to a manager or a more senior person. If you tell the client a lie in any particular situation, it may become a problem the next time you have to relate with that particular person. Be truthful and be honest in all your dealings.
Be empathetic
Listen to what the client has to say and then, let them know that you understand their situation. Empathise with the client by letting them know how you would feel if you were in their situation. This will help the client to believe you are on their side, and that you are going to work to offer a fair solution.
Be complete
In all dealings with your client, make sure you follow thoroughly to the logical conclusion. Be certain that you do not leave any stone unturned. Make sure you are following the correct procedure for each assignment. If you need to stop to review what you have done before you close the deal, by all means do that.
In this article: