The statistics are startling. Of the customers who leave you:
- 3% do so because they move away
- 12% are lured away by the competition
- 15% just don’t like your products or services
- 70% leave because they think you don’t care
Yes that’s right … 7 out of every 10 customers who stop doing business with you do so because they think you don’t care about them.
This is huge but it is fixableJ Here are 10 things you can do to show your customers you truly care.
- Stay in touch. Don’t just talk to them when they are buying from you. Stay in regular touch so they know you are thinking of them.
- Ask their opinion. They know more about using your products and services than you do. So ask them what they think. What could be improved? What should be changed?
- Respond to their complaints quickly and honestly. Don’t let the complaint fester. And don’t hide behind “it’s not my fault”. And thank them for bringing it to your attention. After all the alternative is a customer who silently leaves never to return, which unfortunately is the norm.
- Remove multi-level voice mail menus. Nothing is more annoying and time consuming for your customers than having to navigate long telephone menus in order to speak to someone. If at all possible have a human being answer every call.
- Recognize important dates. So some people don’t want reminding it is their birthday. But what about the anniversary of their business launch?
- Say thank you. It’s a funny thing but we sometimes forget that these two little words are probably the most important words we can ever say. They bring so much joy and they impart so much caring.
- Arrive on time. Arriving late for an appointment communicates a complete lack of respect. It shows that your time is more important than their time. Of course, situations will occur that make an on time arrival impossible. Subway breaks down; flights are delayed. But these are exceptions.
- Keep your promises. Or as soon as you know you can’t keep the promise because of a situation completely out of your control let them know.
- Return emails and phone calls promptly. Yes, we are all busy and time does pass in a flash. So set a realistic standard for replying to email and phone calls and communicate that standard to your customers.
- Listen with intention. It’s tough to do but when talking with your customer listen closely to what they are saying. Force your mind on them, look into their eyes and truly listen. Nothing imparts care and interest more than good listening. To learn more go to www.listeningbetter.com
These are 10 easy things you can do to make your customers feel cared for. Then they will stay with you!
Do you have other simple ways you show your customers that you care? Please share by either leaving a comment or emailing me at nick@yourplanningpartners.com.
