EZ Steps to Make Customers Raving Fans. Please share with your staff.
“I apologize for our mistake. Let me make it right.”
It’s a universal truth that people just want to be heard. It’s good customer service to apologize and fix the situation in any way possible.
“Thank you for your business. Please come back again.”
Repeat customers are gold, especially for small business owners. You have already spent time and money acquiring them, so do what you can to keep them.
“I’m not sure, but I will find out. “
It’s OK if you don’t know the answer, but it’s not OK to just brush off the question as unimportant. Make a few phone calls or send a few emails to find the answer.
“What else can I do for you?”
If you go out of your way for our customers, they will remember it. Customer service of that level is practically non-existent.
“What is most convenient for you?”
Don’t be the cable/Internet/phone provider that does everything on their terms, no matter how inconvenient for you. Do things on your customers’ terms. They will love you for it.
“How may I help you?”
Such a simple phrase to ask, but by asking how you can help, you are reminding your customers that you are there to make their lives easier, better, or both.
“How did we do?”
Good or bad, feedback is so important for small businesses. Make it a habit to ask every customer how their experience was and how you can improve it.
“Glad you’re here.”
I can’t tell you the last time I walked into a big box store huge national retailer and felt welcome, but every time I walk into a small, local business, I absolutely feel like they are glad to see me.
Your teachers and parents were right: Good manners go far! Thank you is the simplest way to show your appreciation. Say it often.
From “Yes, we can help you,” to “Yes, we can do that,” yes is a very powerful word. Of course, if you really can’t help them, introduce them to someone who can.
Share this list with your employees and train them when to use these phrases. Now, share with us: What else do you do to make your customers feel loved?
Patti Komara owns Patti’s All-American Gymnastics in Dyer, Indiana since 1969 and has been named “#1 Best of the Region” for Gymnastics Schools by their local newspaper every year since its inception in 1994. Patti has also been a speaker for USA Gymnastics at national conventions every year since 1981 and has also led hundreds of training workshops.
Patti has produced over 80 instructional DVDs and has written books on yearly lesson plans for the internationally known Tumblebear Gym Program, School-Age Gymnastics, Dancing GymBears, YogaBears, CheerBears, and Gym-N-Learn Educational Preschool. All products can be found at tumblebear.com. Patti currently has over 10,000 subscribers to her “Tumblebear Tips” eblasts and quarterly newsletter. You can sign up for it at tumblebear.com.