3 Communication Keys to Radically Happy Customers
February 4, 2020
Image from https://www.forbes.com/sites/sap/2019/02/11/do-happy-customers-equal-happy-employees/
If you keep your customers radically happy then your business will do radically well. At least that’s what the numbers suggest: according to the U.S. Small Business Administration, 68% of customers leave brands because they are unhappy or upset with the treatment they received.
So how do you keep customers radically happy?
Radically good communication.
Communication, if done right, can enhance every aspect of your business: your sales, customer satisfaction, customer retention, customer referrals, and more. On the other hand, if you communicate poorly with your customer, it may lead to unhappy or frustrated buyers that end up venting on social media, where negative word-of-mouth reviews spread like wildfire.
Here are the 3 keys to keys to radically happy customers.
It doesn’t matter which medium you use to communicate with your customers –phone, in-person, chat or email— you should listen to their wants, concerns, or complaints if you want them to be radically happy. The customer should always do most of the talking.
If you’re communicating face-to-face with a customer, use active listening techniques and positive body language: make consistent eye contact, mirror the customer’s emotional state (happy, sad, or angry), and nod occasionally to show that you’re listening.
Why is listening important? Because customers themselves will tell you how you can improve your customer experience or products and services so they can be satisfied enough to buy from you. In other words, they want to tell you how to sell to them better. Take the opportunity to listen and learn how you can make them happy.
Personalize your message.
Whether you’re communicating with a customer face-to-face, via Twitter, or on the phone, to keep them radically happy, personalize your message and avoid communicating with scripted or transactional business language. Save the canned phrases for the online chat assistant.
Instead, keep your language, message, and tone in customer conversations empathetic and down-to-earth. If appropriate, greet customers with the respectful familiarity of a family friend. Say their name in conversation to show them you’re aware of who they are.
Personalizing your message is especially important in dealing with customer complaints. If a customer is unhappy, use positive rather than negative language to communicate empathy and your intent to take ownership of the problem they are facing. For example, instead of saying “sorry, we are out of stock on that item”, which sounds impersonal and cold, you might tell the customer, “we do not currently have that in stock, but can I notify you as soon as we get our next shipment?”.
Ask for customer feedback.
All customers have a good or bad opinion about you and it’s only a matter of time before they share that opinion with others. So when you communicate with a customer, try to ask for feedback.
All great companies seek out feedback, especially negative feedback, and they use it to improve their customer service experience and make customers even more radically happy.
Timing is key here. Do not ask for feedback midway through a sale or when the customer is still asking questions about your product or service. Ask for feedback at the end of one of the following: a customer conversation, a customer service request, a customer sale or a demo the product or service.
The customer won’t just give you important feedback to improve your business, but they will appreciate you valuing their opinion and go away radically happier than they came in.