Is your company or small business doing all that it can to attract, expand upon, and retain its customer base? If not, then you may be in trouble. But don’t fret just yet! There’s a simple rule of thumb to keep in mind if you want to ensure that your customers and clients remain satisfied with your business.
Keep this in mind: your business should be a four-course meal to customers. When you think about it, the components necessary in delivering a positive brand experience to customers aren’t all that different from the ones necessary in providing an exceptional dining experience. Here’s what I mean:
You can’t offer a meal without offering a little atmosphere first. Make your customers aware that your company is significant step-up from its industry competitors. Reel them in with breadsticks that hint at your brand’s always-positive and progressive outlook; offer them hot wings that call to mind an up-to-the minute approach to market research; serve up a tasty spinach and artichoke dip that’ll make them think twice about competitors. An appetizing introduction to your business will make the remainder of the meal all the more delectable!
2. Soup or Salad
Your brand’s website may be the proverbial French Onion or Broccoli & Cheddar Soup when it comes to layout and design, but front end management is only half the battle. At the end of the day, you’re going to need to demonstrate expediency. If the back end of your company can’t handle the onslaught of incoming calls and e-mails related to the product or service you’re providing, then your company will amount to little more than a meager House Salad without croutons. Questions about any and all aspects of your brand should be met with timely and appropriate responses if you want to be the Caesar Salad of customer satisfaction!
3. Main Entrée
It goes without saying that every operational element of your business must be primed to meet the demands of even the most fastidious client. Are incoming orders processed in an efficient manner? Is your staff organized and properly equipped with the ingredients necessary for making your brand the five star steak-and-lobster establishment it should be? Well, if you really want to appease your clients’ appetites, the answer should always be “yes.” Each stage of the customer’s interaction with your company should be as user-friendly as possible. From the client’s browsing experience at your website to their communication with your sales department to the processing of their credit card, they should feel comfortable every step of the way.
If you want repeat business, then you’re going to have to earn it, and sometimes that might entail showing a little generosity. Was the customer’s experience with your company a positive one? Are you not sure? Why not at least make the effort to instill a little motivation and incentive. After all, it definitely pays to be sweet! And what’s sweeter than exuding patience and courtesy when representing your company? Not much, that’s for sure—except for maybe a customer rewards or loyalty program, which might be something worth looking into if you haven’t already. Customer retention is arguably more important now than it ever was, so it’s important to make giveaways the crème brulee of your brand experience.
As you can see, a plentiful meal is parallel to a well-rounded customer service experience. If you want to keep your clients happy, then be sure you’re delivering the highest quality service you possibly can. Your efforts will result in a satisfied customer or two!
Would you include any other elements? Have you ever experienced four-course customer service like this?