29.1 C
New Delhi
Sunday, July 12, 2020

THE WORST THING THAT HAPPENS IS YOUR CUSTOMER LOVES YOU

Related

“The Nature of a Disruptive Startup Is To Always Find Where The Opportunity Lies In The Midst Of A Crisis”: Doron Nadivi.

As ‘Pruvo’, begins offering its services for travel agents / OTA’s in Indian market amid COVID Crisis, Travel Newsy Interviews Mr....

Travel Newsy Interviews: Mr. Rahul Jagiasi, General Manager, The Fern Hotel, Jaipur

As the Indian hospitality industry prepares to open the gates for business with the easing of restrictions, Travel Newsy Spoke to...

Do We Really Need The Tourism Ministry?

For Tourism in India and for all its stakeholders, COVID-19 has played havoc and placed all in a state of quandary,...

In Toughest Times, It’s Even More Important To Take Care of Your Mental Health & Wellbeing

The entire tourism and hospitality sector has seen some nerve-racking days in the recent past. With no government support to the...
Shep Hyken
Shep Hykenhttps://hyken.com/
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

What if the worst thing a customer ever said about you was, “I love you!”?

Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what!

  1. Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. It doesn’t mean every decision will make the customer happy, but the customer is always kept in mind when any type of change is made, from price to changes in features to new and even discontinued products.
  2. Be transparent. As you make customer-focused decisions, even ones that might negatively impact the customer, let the customer know ahead of time—and let them know why you’re making the decision. Customers appreciate knowing and understanding when and why something changes.
  3. Manage problems and complaints. This is where “the rubber hits the road,” as the old saying goes. You could provide a flawless experience for ten years, which your customer loves you for. But one day there’s a problem. This is judgement day. This is where you earn the right to do business with them for the next ten years.
  4. Customers are not always right. This comes from my older material, 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.
  5. Avoid transactions. A transaction is a one-time occurrence. An interaction is a relationship that is ongoing. Customers love to feel like they’re part of something. The way to make that happen is to think of them not as a customer, but as a partner. This is a powerful B2B strategy, but it works with something as simple as buying shoes. The salesperson doesn’t sell a shoe. Instead, they sell comfort, style and emotion. They understand what the customer wants, not just what they say they need. It’s more than a sale. It’s part of something that is bigger and ongoing.
  6. 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 (managing complaints), they could say, “Even when there is a problem, I can always count on them.” The word always is… always and forever!

There you have it—six ways to make your customers love you. Just in time for Valentine’s Day! Consider showing your customers a little extra love this Valentine’s Day—or any day of the year—by focusing on one of these six ideas. I guarantee it will make your customers love you back

- Advertisement -

More articles

Leave a Reply

Latest article

Tata Sons In Talks To Buy Out AirAsia India

If talks were to materialise, Tata group that currently owns 51% could acquire the remaining 49% stake currently held by AirAsia...

W.T.T.I.A Announces its Upcoming Skill Development Program for Students

New Delhi: World Travel Tutorial Institute of Asia (W.T.T.I.A), a leading skill development institute has announced the its upcoming  training program...

IATA Research Finds Concerns Keeping Travellers From Flying.

Geneva - The International Air Transport Association (IATA) released public opinion research showing the willingness to travel being tempered by concerns over...

Etihad Airways Widens its Network as UAE Travel Restrictions Eased

Abu Dhabi, United Arab Emirates - Etihad Airways is gradually resuming services to more destinations across its global network. This follows the...

“The Nature of a Disruptive Startup Is To Always Find Where The Opportunity Lies In The Midst Of A Crisis”: Doron Nadivi.

As ‘Pruvo’, begins offering its services for travel agents / OTA’s in Indian market amid COVID Crisis, Travel Newsy Interviews Mr....

Subscribe To Our Newsletter

Join our mailing list to receive the latest news and updates from our team.

You have Successfully Subscribed!