Relationships are not built without communication. Your communication should demonstrate genuine empathy for your customers’ needs which will be the basis for building a solid relationship with them. Another aspect of building a solid relationship with your customers will be the mindset that you create in your thoughts about them and the attitude you display toward them.
Encourage all staff members and customer service representatives to be considerate in the following:
1. Show appreciation. Everyone likes to be appreciated. Showing appreciation to your customers will create a bond with them when they feel that you really care about their feelings as well as their needs. Show appreciation by constantly telling your customers that you appreciate them. Hearing it from you over and over again will make them believe it. Also show your appreciation by offering them some customer only appreciation sales. They’ll love having such exclusive offers and will feel special.
2. Show concern. When customers feel that you do not care about their problems or issues, they’ll look for someone else who does. A good policy is to make yourself accessible where they can have their concerns heard and get a caring response. Do not belittle any issue that a customer presents. Show concern for each customer’s situation and you’ll build a good, solid relationship with them. Continue to keep your sole focus on meeting the needs of your customers and making sure they’re satisfied.
3. Show humility. Businesses make mistakes. When that happens, admit to your mistakes and do what you can to compensate your customers for their inconvenience. Customers respond warmly to humbleness and are repulsed by businesses who refuse to budge or admit wrong. At times, the customers are in error. When this may be the case, you may have to humbly apologize for their inconvenience and then direct them to the page where you state your policy or where specific details are shown regarding your products or services. Again, keeping a humble spirit and not a haughty spirit can help your customers respond better while dealing with such situations that arise.
4. Show generosity. At times, refunds must be made. Don’t make your customers beg for their money back. If a refund is due, do it in a timely manner that shows your customer that they can trust your business. Some businesses purposely try to make it difficult for their customers to get a refund. Customers do not forget such experiences and will not be so willing to spend more money with businesses like that in the future. There are many other creative ways to show generosity to your customers. Doing so will be just as rewarding to your business as it is to them.
5. Show respect. Avoid thinking about your customers as just a “group” of people. Don’t let dollar signs be your focus by viewing your customers only as people who spend money with your company. Keep a humble mentality toward your customers by realizing that your business thrives because of them. Use their name frequently when you communicate. Care genuinely about your customers’ feelings and be courteous to them in all your business dealings.
By displaying real human emotions of concern and humility and by showing appreciation, generosity and respect you’ll build a good, solid relationship with your customers. When you build a solid relationship, you’ll also build a solid foundation for your business success.