Customers respond well to service which feels directly tailored to them – from the approaches your sales team make and the questions they ask, to the aftercare and service the other parts of your business provide.
But how do you make sure your business is providing a level of personal service?
Listen to customers
Your staff, whether that’s on your shop floor, out on the street or in your offices, should be approachable and polite when dealing with customers.
Customers might have problems, or even be frustrated with previous experiences with your competitors. Your job, as a business, is to understand their needs and provide the services that help.
The best way to do this is to listen and ask questions that give you enough insight and background to make a recommendation. For example, if someone is looking to buy a games console as a gift, staff should try to find out:
- Who it is for
- Their age
- Their interests
- How they will use the product
This then allows your team to make recommendations based on specific requirements. You can also suggest additional products and services that complement the original purchase, or improve upon it. Taking this approach helps your staff come across as more helpful and knowledgeable, which works wonders for building the reputation of your business.
It’s also important that you don’t appear to provide a one-size-fits-all style of customer service.
No two customers are the same. So you should be able to provide different options to suit different requirements, or have different approaches to selling in your services.
For example, if you sell furniture, ask about the colour scheme of the room where it’s being used, or get a picture of a customer’s overall sense of style. This way you can identify not only the products, but the finishing touches that would be best suited to that customer in order to make a suggestion. You can give them some suggestions and then be on hand to help turn one of those suggestions into a sale.
You should also keep in mind that customers need different options when it comes to product deliveries too, from speed to delivery time and additional services. This could include removing an old appliance when you deliver a new one.
The options help show that you have a versatile set of products and services. They also highlight that, as a business, you’re helpful and adaptable. These are encouraging signals for customers and can help encourage repeat business.
Customers want to feel like their individual needs have been directly met. This doesn’t just mean during the sales process, but also through delivery and aftercare.
You should remain in contact with a customer, keeping them informed and making sure there are no changes or issues that you need to accommodate. Taking care of your customers this way doesn’t need to be difficult. It might be as simple as sending a text reminder or making a phone call, on the specified delivery day, to confirm details and timeframes.
This allows you to continue to tailor your services around them, which, in turn, makes them feel valued and cared about.
Customers often benefit from being able to use staff for help and advice. Providing a helpline number, for example, or simply inviting them to pop back into your store if they have an issue, can leave them feeling encouraged that they’re being supported – long after their dealings with you are finished.
How can TradeFit help with your customer service?
Providing a personal service allows you to build relationships with customers, which could see them making use of your services for years to come.
Getting that service right can be difficult. Especially as building the level of product understanding and customer service skill, which is necessary to deliver a personal and effective level of service, takes time. Not only on your shop floor or with your sales staff, but also with your customer service department. This is where TradeFit can help.
We provide a range of support services, which means we can help take some of the strain out of running a business, including handling aspects of your customer service. From answering phones to chasing order queries and deliveries, we can help give you back the time you need to focus on your business and ease the strain on a smaller team.
To learn more about our services, please see our customer support page or contact us to talk to a member of our team. Alternatively, you can request a free 14-day trial to see for yourself how TradeFit can help your business.