Have you ever taken the time to really think about why your customers say what they say when leaving an online review?
In the past, we’ve tackled the subject of what makes customers leave reviews. This time around, we’re going to focus on a more specific topic: customer service.
Simply put, good customer service can lead to more positive online reviews. And FreshLime isn’t the only one preaching this simple fact. Fieldboom further explains in this customer satisfaction guide that good customer service leads to lifelong clients instead of one and done business which ends up costing you money. Even if a person didn’t totally enjoy their experience, treating them with respect and providing a high level of service improves the chance of earning an overall positive review.
So, this leads to an important question: what does it mean to provide a good customer service experience?
While this differs from one business to the next, there are a few things you should always do:
1. Put the Customer First
Do you remember the old saying “the customer is always right?”
Over the years, many companies have gone away from this. Instead, they have no problem talking down to customers and doing whatever it takes to prove them wrong.
If service is top priority, you must always put the customer first. There is no better way to earn repeat business and generate positive online reviews.
2. Be Prompt When Dealing with Concerns
It’s your hope that you never face a customer concern. However, as a business owner, you know there is no way around this.
Even the smallest of mistakes can turn into something more serious if you don’t take immediate action.
For example, if a customer complains about one of your workers, talk with this person about what happened and then relay the information along with a resolution.
Even if there is no way to completely remedy the situation, taking prompt action shows your concern.
3. Follow-Up as Necessary
Depending on your business, this may be one of the best things you can do in terms of customer service.
Maybe you own a home remodeling company. Once a project is complete, let a week go by and then contact the homeowner to ask them how everything is going. Not only does this make the person feel good, but it improves the likelihood of repeat business in the future.
Bottom line – you need to communicate with your customers immediately after a service. For some awesome tips on how to structure that customer satisfaction survey check out this guide from Fieldboom.
Final Thoughts
It’s not uncommon for a consumer to bail on a purchase as the result of poor customer service.
If you want to grow your business and secure one positive online review after the next, you need to focus more time on providing a high level of service to each and every customer.
For more insights on marketing strategy that actually works for small business, subscribe to the FreshLime Newsletter here. Connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. And last of all, if any of these tips have helped you or if you have anything to add please comment below. We’d love to hear from you!