How to Overdeliver to Every Single Customer for Free
Happy customers are the best. They will come back for repeat business, they will tell their friends about you, and they will leave positive feedback. Every company aims to have as many happy customers as possible as it is very good for business. Moreover, it will cost you five times more to find a new client than to keep a current patron.
Retaining your customers does not have to be difficult nor expensive. You would not have to send them freebies just so they would come back to purchase your goods again. One of the ways to get them back is to make them happy and to do so, you can underpromise and overdeliver. Clients who receive more than what they expected are pleasantly surprised and simply happy.
Why should you overdeliver? In the perception of the customer, for example, it is better to receive their goods earlier than the 5-day standard than getting it beyond a 2-day promise. It is all about expectations. Some people need their purchases at a certain time and will plan accordingly. Delivering late is an easy way to lose customers. After all, there are many other businesses online that they can buy from instead. Overdeliver and you will have satisfied clients.
Here are some ways you can overdeliver to your patrons without costing you more.
- Offer Personalized Customer Service
Customers are so used to being anonymous to the companies they buy from so that they will really appreciate personalized customer service. It makes them feel special and valued, and it won’t cost you extra.
It is all about teaching your customer service employees to focus on every communication with the client. For stores, it might be offering to help pack bags into the car or personally attending to customers. Do not underestimate the power of great customer service, as this is certainly a huge factor in acquiring loyal patrons.
- Add a Personal Touch
Some businesses would do something as simple as including a handwritten thank you note, or maybe send an e-mail to greet them during the holidays. In this time and age, such gestures are uncommon and will be highly appreciated.
- Ask For Feedback
Asking your customers for their input on your services and goods will make them feel valued, that their feedback is important is to you.
- Value Their Concerns
Responding promptly to customer’s issues will give them a positive experience despite product flaws or other problems. No business is perfect, so you will certainly have one or two unhappy clients at some point. Address their concerns quickly and personally to try to salvage the situation.
- Focus on Quality Rather Than Speed
Prompt response and delivery do make clients happy, but quality service is still unparalleled. Giving potential buyers a hand with their purchase will make them more satisfied because personal interaction is sadly a lot less common nowadays. In fact, people do not just come back for a repeat purchase due to product quality, but also because of wonderful service.
Surprisingly, the way to retain customers simply requires a focus on that one-on-one interaction that is rare nowadays. Even more interesting, this does not require any significant investment at all, just retraining existing staff to focus on customer service. But in return, you can get so much back, like repeat clients who are willing to come back and recommend their friends to you.
We always work to overdeliver and it takes on a new meaning for each client. The best way to summarize how this can be done is to always be looking for the problems your customers have and how you can support them getting solutions. It isn’t about money it is about being a trusted resource and getting them to their goals.