While some business owners and managers might comfort themselves by thinking that customers who go elsewhere do so due to better prices or changing needs, research shows that this is simply not the case.
A classic study by the research firm CRMGuru found that over 70 percent of consumers said that the number one reason they left a company was because of poor customer service.
In order to keep a business thriving with individuals wanting to return, there are a few simple steps to follow to ensure top-notch customer service with every interaction.
For starters, make sure that employees hustle and are always looking for ways to make the sale happen. Whether it's helping customers directly, such as finding a specific size in a clothing store, or indirectly, by cleaning to keep up the store's appearance, a sense of urgency is important.
In addition, good employees are focused and able to pick up non-verbal cues. A team can be taught to pick up on hidden meanings in transactions to keep the business moving forward. For example, if a customer says no to an offer, a good worker will ask why, and be able to put forward another option in its place – taking the initiative and anticipating opportunities that are not immediately obvious.
Overall, communication is key. Customers want to know that their concerns are being heard and they want to be given thoughtful, helpful answers in response. Interactions that have an open flow of communication are more likely to create long-term value for both the consumer and the company.
To ensure that all of these qualities will be put forth, a business can partner with a third-party answering service. These professionals work 24/7 and will answer consumer inquiries through phone, email or text messaging, and in ways that follow the criteria needed to retain customers and keep them impressed with the company.