The success of a business depends on customers and their happiness. Sometimes we forget that the customer is not just an abstract concept, but a person like your wife, brother or mother. If you want to build a successful and profitable company, remember one rule – “Customer is always right”. From the first days of forming relationships, do everything possible to make him satisfied and find a solution to the problem. Today we will talk about mistakes in communication with potential buyers, perhaps in some you will recognize yourself.
Do not make the client “Waiting”
Remember, the customer does not have much time, and if he spends it on you, he should get the benefit. Respect the customer and appreciate the time. To do this, you need to quickly and effectively solve his problem. Answer your messages and calls right away. If a detailed response is required to collect information, send a confirmation: “We received your message. We will send the necessary information within 2 hours. ”If possible, indicate the response time and be sure to observe the deadlines. It is important that the client feels – his priority task.
Explain your actions in detail
Do not “push” professional terms. Communicate with the customer in a simple language. He is not required to understand the work you do or the goods you sell. That’s why they asked you for help. Explain your actions in detail. Describe why you are doing exactly that and to what result the action will lead. If the customer does not understand how this or that solution will work, try to explain the principle to him. This approach inspires confidence and gives you an expert.
Play friendly contact
Tense communication is not the best approach. Look at the client as an old friend. Give useful information, add emotions and a little pertinent humor. Respect customers and be for them “your guys” who you want to recommend to your friends.
Structure client questions
Make it a rule to organize questions in the form of a list. This will make life easier for both the client and you. The customer will not have to spend time searching for them in the letter, and you will receive answers in an accessible form.
Tell me what’s included
When discussing the cost, explain what is included in it, including obvious things. The client should not have a question, for what he pays. Consider an example: The cost of installing automatic watering includes:
- designing an individual site plan;
- marking watering system;
- lawn removal;
- soil development;
- pipeline laying;
- system installation;
- delivery of materials.
Studies have shown that a detailed description of services causes less dissatisfaction with the final cost.
Part of a whole
Communication with the client is a thin thread that can break if misplaced. It is important to maintain constant contact, especially if you are completing a long-term project. Discuss intermediate results, provide reports, ask questions. It is advisable to remind yourself every 3-4 days. Try to involve the customer in the work on the project. Thus, he will feel himself part of the overall workflow and satisfaction with the result will increase.
Sooner or later there are clients who are hard to work with. Even if conflict cannot be avoided, one should not allow ourselves to be rude or dismissive. To customer’s dissatisfaction, you need to respond without emotion and take prompt measures to eliminate the situation. There are no “problem” customers, there is an improperly adjusted service.
Do more for the customer
Most often, a customer needs just some trifles to increase loyalty to the company. Sometimes you can do a little more than the client asks. For example, add to the site a beautiful banner from your designer, if you are for Web-developers. Such a manifestation of attention will create a favorable impression on the client, while virtually nothing costs you. So you build relationships for the future.
Put yourself in the client’s place
Always put yourself in the shoes of a client. Anticipate possible problems and find solutions. Advise the best option and explain why it is he. Imagine doing it for yourself, what would you do? “It seems to me that the first version of the design will suit you better, it reflects the concept of the brand” or “Advertising on social networks with this video will not bring results. I recommend the second option, it more strongly affects the problems of the target audience. ”
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