In today’s world, customers expect more from a business than just completing a job flawlessly, on time, on budget, and according to spec. If companies want to build and maintain high levels of customer satisfaction, they will have to do more to get it…and keep it. At The Morse Group, we aim to exceed our customers’ expectations. We utilize the four steps below to help us build better relationships with our customers and achieve 100% customer satisfaction on every job…every day.
Be a Good Listener
Good customer satisfaction begins with listening to the customer. Let them explain what they are looking for or what problem they need solved completely before offering a solution. Be an active listener and incorporate good body language techniques, such as nonverbal cues like nodding or leaning forward, to show the customer you’re engaged in what they are saying. Once the customer has described their “need”, paraphrase it back to them. This affirms you understand the ask and opens the door for you to provide a solution.
Communicate, Communicate, Communicate
Regular communication with customers will help you develop a true relationship. Have sincere conversations with them to learn about them as people as well as a company. Learning about the people behind the company helps you provide the best individualized solutions for the company and its employees. For example, if the customer is actively involved in local recycling initiatives, they would likely be more open to a green solution for their need, even if it came at a higher cost. Consistent communication with a customer also keeps you informed about what is going on at their business and helps you anticipate future needs. Respond to communication from a customer quickly and be consistent with follow through. At the end of the day, regular sincere consistent communication leads to a better customer relationship built on trust and mutual respect.
Share Your Expertise
Customers come to you for your expertise. When offering a solution to a need, be sure to share your knowledge with them. Teach them how the solution works and demonstrate why it is the best solution for their needs. Without a clear understanding of why or how a product will ultimately solve their problem, a customer is likely to move onto something (or someone) else.
Set Clear Expectations
Inform customers how your process works and what they can expect as you proceed. For example, let them know the typical response rate and the easiest way to communicate with you. Establish milestones and have active, open communication along the way regarding the status of each milestone. When customers know what to expect ahead of time, it removes doubt and uncertainty from the business venture.