If you ever read some book on customer service, you will always come across to the two types of customers. The first ones, obviously the satisfied ones, who are happy with your services. And secondly, the dissatisfied, the ones who are not happy with your customer. But there is another type of customers you might not be aware with, the third wheelers, called as the energy drainers.
Such customers take plenty of your time, or at times waste it, but add a lot more value towards your business. With such kind of customers, what you can really do is fire them. Oh yes, you read that quite right, you can always fire your energy draining customers like a boss. As for your rest of the customers, we have gathered some of the top tips which may help you deal with your customer relationship management and with its issues.
The Amazing Power To Saying Thank You
No matter what you do, there will always be some who would never appreciate you, even for the good words you use for them. But this was for individuality, when it comes to brand and company, you must maintain your brand personality over customers and competitors. At times, you might not consider saying thank you or even sorry for even a tiny thing, but almost every customer cares about how you particularly make them feel.
Both of these words seems quite small, but when combined, only these two phrases carry a great amount of power within them. Saying a slight thank you for the small gestures and apologizing for the small things, will surely go a long way towards assisting you in building a strong bonding with your customers. Showing your emotions sends a message to your customers that you are also a customer, besides being a brand. As compared to people, unlike any other person, brands also can make certain mistakes. However, the thing that separates the ordinary brands from the successful ones, is the courtesy and the level of transparency they show towards their customers. So what If you have done an excellent job for your customers or even messed up a little? You are always allowed to have a bunch of appreciations coming your way as well as some casual sorry to customers whenever it is required.
All you need to make sure is that the phrases always comes straight from your heart. Whatever you feel or do, you must communicate with your customers without upsetting them at all. This is the core basic of your every Customer Relationship Management.
Instead Of Words, Sell From Your Heart
I am big fan of selling without really selling. I believe in connecting and networking with people in a different and unique way. Instead of the boring idea of just asking random questions open ended in a casual conference. I commonly believe in asking what problems people are usually facing in their business and then hunt down the solutions to solve their issues and provide ease.
Selling from heart means maintaining a bond between your product and company, before you pinch the customer with it. It is important to understand the product yourself first. Instead of just jumping into the selling process. Ask your customers about their problem and then provide them with a solution, just in form of your brand. There is no one liner answer or a clear way to explain on how to connect with your customers and develop a deep bonding, but here is what you can do, you can always listen to your customers. Even at times, when you do not have any idea on what you customers want, you may always listen to them. There are times when the customers are looking for something or someone, or someone to blame, they just require somebody who would listen to them. Customer relationship management, besides selling, is more about listening, networking with your customers and less about making some random sales.
Once you make them feel good about themselves, you will be able to sell them anything and they will always be happy to buy it, just because you are selling it.
Instead Of The Features, Talk About The Gaining Features
When we started off our first business, we were over the moon, we just kept talking about the services we were willing to offer. At times, this approached did work like a wildfire. However, reality came upon us. We were surely creating a lot of noise, but that was just noise, as we were unable to create an impact. Instead of just selling the features, I started selling out their benefits instead.
When apple first launched their iPod, it didn’t sell its features, instead it started telling its benefits to the consumers. While everyone was busy with the store war, Apple made sure their research was perfect on what the customers wanted. How many songs can this device actually hold? And then answered that question through their marketing campaigns. Let us talk about one more example. However, they are simply selling a software but have not used the word software even once in their site. Now it does not indicate that their features do not matter. They obviously do. But nowadays, in the modern times, when the customers remain quite aware, you must give customers what they really want. You must fulfill their needs for your products and services.
Get To The Point As well
No matter what you do, you must never waste your customer’s time. As the world is moving so fast, just in case you miss the opportunity to grab your customer’s attention, your customers are surely going to skip it and move to some alternative. With this attention deprived generation, people really do not have a lot of time to read it and produce something out of it. Give them what they truly want in few bullets, rather than explaining all your features and services you provide.