Each person’s perception of service, either excellent or poor, really depends on their experience as a customer as well as the level of service they expect to receive as a customer, both now and in the future. And that's what a lot of businesses miss out on, being the repeat business from a sale made today.
So what is the best way for your business to keep customers happy and coming back? The key is to make them happy. Find out what your customer wants and needs and make your business about filling that need. You may not be fully aware of it but your business is all about the customer.
First of all your business needs a great team that is able to communicate effectively with your customers to ensure that what they want is what they receive and that their experience as a customer in your business matches or exceeds their expectations.
Secondly the service customers receive needs to be consistent. Quite often a business will have team members who give varying levels of service to customers which affects the overall loyalty a business experiences from its clients e.g. Repeat business, referrals etc.
A dedicated system, in the form of a script or checklist, is best implemented to set a standard for all customers. If a customer receives the same great service each and every time they are almost guaranteed to return.
And finally, how do you know that your customers think your service is great? A feedback form is the best way to measure this, but be prepared for the truth. Remember that once steps are taken to improve your service, your business will be putting the "customer" back into "customer service".
