Take Ownership of Your Customers

When times are tough and customer dollars are scarce, the companies with excellent customer service standards weather the storm. A company culture that places high value on strong relationships with its customers, from hiring empathetic staff to encouraging employees to take ownership of their roles and responsibilities, creates an overall attitude that attracts customers, say Marilyn Suttle and Lori Jo Vest, coauthors of Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan. Consider these tips for better customer service to keep your customers coming back:

• Give customers what they need. Although you may not have a lot in common with your customers, if you take the time to get to know them, you will be better able to meet their needs.

• Behave in a manner that is consistent with your company’s brand. Everything you say and do on the job, and sometimes even off the job, has an effect on customers’ perception of your company. When your performance is aligned with your company’s brand, your customers feel secure and trust grows.

• Feel compassion for your customers. When customers yell, they’re not yelling at you. They are yelling at the company. Don’t take it personally. Disengage from your own feelings and point of view long enough to imagine what the customer is experiencing. That allows you to respond with empathy.

• Learn from your mistakes. No company is perfect. Mistakes happen. But when a mistake is handled with care, customers have good things to say to everyone. And referral business brings success.

• Honor the customs of your customers. Take the time to learn about, and respond to, the customs of your customers. The more respect you show for people’s differences, the more your business and your skills will grow.

• Be fully present. No matter their background, financial status, or title, at the most basic level your customers are human beings. When you take the time to give them your undivided attention, they feel valued.

• Establish trust. Your integrity is crucial in helping customers determine whether your company’s products or services will meet their needs. When customers trust that you have their best interests at heart, they will fall in love with your company.

• Anticipate customer preferences. Your powers of observation can help you provide an extraordinary experience for your patrons. When you notice what selections your customers make or what they express interest in, you can better anticipate their preferences.

• Exceed their expectations. You can promote customer loyalty by tapping into the creativity of the people who work directly with your customers. Brainstorm with them. By exceeding expectations, you make an emotional connection with customers that keeps them coming back.