Have you ever heard of the Service Recovery Paradox?
It’s when people have a bad experience with a business, the business makes it right, and then the customer goes and tells even more people about it than if they had had a good experience to begin with!
Things like follow-up are, of course, important, but what you do during the sale to increase a customer’s experience is one of the most important things you can do in the sales cycle.
Did you know that 89% of consumers are likely to make another purchase after a positive experience? And 78% say they will come back, even if you made a mistake or something “bad” happened and you made good on it.
As a customer, you already know how little things can make a big difference when it comes to customer service (or lack thereof). As a business owner, you are the one who is in complete control over it.
Here are five ways you can increase your customers’ experiences starting right now.
Know your product or service.
Do your homework, learn it, know which customers would benefit from it. The better you know your product, what things go with each other, and which things are solutions for certain problems, the more sales you will make. Get up off of your butt and help them, don’t just point and aim. The more you know, the more you can help them find the right solution.
Start with a smile.
Always be friendly, no matter whether you are on the phone, in person, or on a virtual call. Your energy is contagious and that smile might be just what that person needs at that moment. A smile makes you more friendly and people are drawn to friendly people.
Show respect.
Never be condescending to a customer who doesn't know what they are looking for. Ask questions! Help them figure out what they are looking for and why. Offer examples from past customers (testimonials) or options they may have for their situation.
And when someone does know what she wants, get up and help her get it!
Keep things like politics and opinions out of the conversation and simply help someone solve a problem they have with a solution you offer.
Listen!
When people are telling you exactly what they want, what they need, or what their challenge is, listen to them. Let them know they are being heard. If they have already told you something and you are asking them questions that they already gave you answers to, they will walk away (and they should). When a person feels heard, they will feel that you truly care and want to help them.
Be responsive.
When someone is actually telling you what their situation is, acknowledge their feelings, not just their purchase. You might think they are there to buy a refrigerator, but they may have just gone through a whole ordeal with losing $200 worth of food in a broken fridge, having a large party coming over in a couple of days, or having an open house that is featuring their renovated kitchen. When they share the reason with you, there is an opportunity to genuinely say, “I’m so sorry you’re dealing with that. Let’s get you taken care of.” Sometimes having the backstory can help to bring a human element into the mix.
Want five more ways to increase your customers’ experiences? Click here to listen to my Tuesday Tip on customer service.