Good customer service is not enough to make a business successful. But it must exert effort to achieve “excellent” customer service instead.
The first important step to have excellent service is making sure that you are always available to cater to your client’s needs. They must be able to contact you at all times by phone or email especially during official business hours. You have to be prompt to answer as much as possible.
In case you cannot be in your office, divert your calls to your mobile phone. It is annoying for customers to call you several times but they do not receive any return call. Always check the messages in your phone more often and be sure to make return calls especially the important ones. Failure to return their calls might give the signal to the customers that they are not important so they might just look for another cleaning provider.
Another aspect to consider is listening to the complaints of customers. If they are complaining about certain portions that were not totally cleaned, always give the impression that you would do everything you can to address their concern. You may send your employees to do the cleaning or it is better that you go there personally. Your customer will feel honoured because you personally addresses his complaints. This will give a signal to the customer that you are serious in dealing with them.
When you going to your customer’s house, be sure that you show proper decorum. Smile and greet them cheerfully. Do not forget to introduce yourself and have a short conversation with your customer to know their expectations of your cleaning service. Do not show your fatigue or mood and be as professional as you can.
Ask for suggestions on what they want about things to be done and their goal after you finish cleaning. There are customers that would demand that you clean according to their style and you have to respect that.
They will be more impressed if you include some extra services to your routine which others charge extra. These can be dusting the blinds, cleaning the glass doors, or changing of sheets.
Here are some of extra services that you can offer to your customers:
Do extra things for your customer if your time permits. You will be much appreciated with these little extras.
Show some concern for their pets (if there are any). Your customer will be happy to know that you also have a passion for animals.
Give fresh flowers or gift certificates to new customers. It only costs around $9 for a presentable floral arrangement.
Leave coupons for a discount to their next schedule of cleaning or give extra service if there are special occasions such as Thanksgiving and Christmas.
Be professional in answering phone calls and replying to emails. Every time you answer the phone mention the name of your company, give your name, and ask the reason for calling. While in replying emails, be polite and professional and always include your signature.
Always be prepared when you are giving your estimates to potential customers. Bring along a list of different services, a checklist of residential cleaning, references, and of course your business card.
Always be confident because the customers love to deal with persons with high self-esteem for they feel at peace and saves them from anxiety and worries.
How to Address Your Customers’ Wants
In every business, it is common that there is a target market and competitors. But, why do some of them succeed while others fail? Some have many customers while others have difficulty attracting customers
This is because most of the business owners do not know the reason why the customers need the products. They think that availability of the products in the market is already enough to attract customers. But that way of thinking only creates resistance to customers because they just look at ways on how to avoid purchasing the products.
Another problem is that business owners are more focused on increasing their sales. So they spend a lot in expensive advertisements trying to convince the customers that they need the product.
But, customers are just looking for the products they need and not because of those attractive advertisements.
A typical example is selling weight loss products. Almost everybody, including those with normal body weight, is concerned with his weight and looks. But this does not mean that you just simply make the products available and customers would start flowing in. So even if you are claiming the health benefits of your products and the discount you can offer, it will not immediately increase your customers because of the presence of other appetizing products.
The good thing is that customers have needs. There are those who need to lose weight because they are becoming obese, overweight or because of other health reasons. You show them that you understand their situation so you may include some diet tips and some helpful exercises together with the product you are selling. And after they achieve their desired results with your help and they still want to maintain their weight, they would surely contact you because you already established a name in lose weight programs.
These things are really simple to follow but some business owners fail to do these. The reason why most people miss it is because we are all engrossed in online marketing where there are those who simply jump in for a quick profit. However, we do not realize that it is still better for a business owner, especially those who offer services, to build a strong relationship first with the potential clients and identify and help them with their needs or concerns. After doing all those things, that is the only time that you can sell your products. With this process of building your business, you can achieve a strong foundation foir your business name and eventually to gain financial freedom.
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