“Customer service is our top priority.” How many times have we heard that, and how often is it actually true? Great customer service doesn’t just happen—a company must work hard to achieve it. Here at Acuity National Real Estate Solutions, LLC, we place a special emphasis on making sure our customers receive only the best possible service. Here are some of the principles we follow that have won us a strong base of satisfied, loyal customers:
Listen. Really Listen.
Great customer service is only possible if you actively listen to the voice of the customer. See what they have to say, and tweak your process accordingly. If you don’t listen, there’s no way to know what they want—it is very difficult to put yourself in your customer’s shoes without actually hearing their perspective. So listen to the feedback your customers are giving you. If they have complaints, put some thought into how to change your methods to improve your operations. Ask customers questions—many customers would be more than happy to have their voices heard, but usually they wouldn’t tell you what they think without some prompting.
Craft Your Way of Doing Business to Suit Your Customer’s Needs
Once you talk to customers, you’ll see which touch points are leaving the strongest impression, and you’ll see which changes would have the most positive impact on their levels of satisfaction. Each business has a different customer base, and you should be tailoring your business to yours. Often it only takes minor changes to improve operations and increase customer satisfaction
Go Out of Your Way to Make Your Customers Happy
In an age where much of the business world conducts transactions based on rigid protocols, it can be easy for customers to feel like they are simply a number. It’s your responsibility to make sure that your clients feel appreciated. Going out of your way to make a customer feel special, even if the gesture is minor, is an excellent way to improve your customer’s workday while winning your company points. Anything from implementing a call center that doesn’t go to voicemail, to sending holiday cards, to injecting a little bit of sociability into your interactions can go a long way to winning your customers over.
The bottom line to an improved customer experience is finding out what your customers want and then giving it to them. By going out of your way to make sure that your customers are getting the type of service they want and need, you’ll be setting your company up for the long-term benefits that come from customer satisfaction and loyalty.