Six Ways to Make Your Customers Love You
What if the worst thing a customer ever said about you was, “I love you!”? Even if on your worst day, you’re still so good that they love you! Are you that good? Do your customers love you even when there’s a problem or complaint? Here are six ways to make your customers love you no matter what!
Your Business Must Be Customer Focused, Not Process Focused
What this means is that in addition to creating an amazing customer experience, every decision you make has to be made with your customers best interests in mind. This doesn’t mean every decision will make the customer happy.
It does mean that your customer is always considered when any change is made, from price to changes in features to new and even discontinued products. It means that you are thinking about your customers needs whenever you make a decision.
Your Business Practices Have to be Transparent
While you are making your customer-focused decisions, even ones that might have a negative impact on your customer. You have to keep your customers informed about what you are doing. And you must also let them know why you’re making the decision. Customers appreciate knowing and understanding when and why something changes.
It Matters How You Solve Problems and Complaints
As the old saying goes, this is where “the rubber hits the road.” It doesn’t matter if you have provided a flawless experience for ten years, and your customer loves you.
Then one day there’s a problem. This is your judgement day. How you solve problems and resolve complaints is where you earn the right to do business with them for the next ten years.
Your Customers are Always Your Amazing and Right Customers
I’ve said this before, but it’s worth mentioning again. The customer is NOT always right! But they are always the customer. Whenever they are wrong, let them be wrong with dignity and respect.
Avoid Transactions, You Want to Have Amazing Interactions
Think about it, a transaction is a one-time occurrence. Interacting is an ongoing relationship. Your customers want to feel like they’re part of something. Customers love to feel good about anything they are doing.
The best way to make that happen is to think of them not as a customer, but as your partner. This is a powerful B2B strategy. But it works with everything, even something as simple as buying shoes.
A great salesperson doesn’t just sell you a shoe. They are really selling you the comfort, style and emotion that you feel about your new shoes. They understand that you came on to buy a pair of shoes, but it’s not just about what you say you need or want.
It’s more than a sale. It’s part of something bigger. Part of a developing and ongoing relationship. My son is very successful at a major Cadillac dealership. He also has a closet full of very expensive shoes.
His success is not about the shoes. For him, his shoes are the foundation of his personal style. His customers are successful business owners and notice what he wears. Not many wear “blue suede shoes.” It’s about how they empower him with the confidence that attracts his customers to trust him.
You Need to Know How to Aim for Always and Forever
Let’s close these customer love tips with one final thought. I’ve written about this extensively, but this is where you want to be. You want your customers to describe you using the word always before something positive.
For example, “They always respond quickly,” or, “They are always so helpful.” Reflecting back on number three here about solving problems and managing complaints. Your customers should say, “Even when there is a problem, I can always count on them.” The word always is… always and forever!
Look for Even More Ways to Make Your Customers Love You
That’s it, my six ways to make your customers love you. You need to show your customers a little extra love, today and every other day. I’m sure that you can come up with even more ways to make your customers love doing business with you.
Just remember it’s all about focusing on and applying these six ideas in your customer interactions. I guarantee it will make your customers love you back.