The term “microwave generation” has been applied to our society of people who want what they want NOW. Information is readily available literally at their fingertips and in the palm of their hands. What does this mean for the business owner? Business as usual is no longer going to be effective and the idea of ‘We’ve always done it that way…” is no longer going to be acceptable. These six most expensive words could be killing your business!
How does this affect Customer Care?
There are some benefits to doing business the way you did it in the past, but these have to evaluated individually. For example, in the past small business owners found it easier to connect with their customers and build a one-on-one relationship with them. A lot of that intimacy may have been lost as more people do business online or over the phone. So what’s required?
1) An active online presence, which includes having a user-friendly website that provides information on your products and services. Depending on the type of business you have, research shows that visitors would prefer if you have information right there on the website, perhaps a section for Frequently Asked Questions so that they can get information without always having to make a phone call to speak with a person.
2) Finding out where online your customers and prospects hang out and make sure that you’re on those platforms to answer questions, add value, and position yourself as an expert in your niche.
3) While you do not have to spend large chunks of your day on social media platforms like Facebook, Pinterest, Twitter and LinkedIn; it makes sense to have a basic schedule of what you will do in the limited time you spend there and the kind of content you will share to educate your prospects and customers.
4) In order to restore a measure of intimacy so you get to know your customers, ask for feedback and try to get them involved in what you’re doing. At the same time, share, to the extent you feel comfortable, some information about yourself so they get to know, like and trust you.
5) Customers do not want to wait for days for a reply. They want it as soon as possible so it’s your responsibility to explore what channels you’ll use to deliver exceptional customer service, always keeping in mind the goal of customer/client retention.
“We’ve always done it that way” could be killing your business unless you analyze and evaluate what’s working and what you need to change to meet the demands of your customers so you deliver superior customer care.
Are you losing your customers? Do you know someone who is? You may download my Special Report: “STOP Losing Your Best Customers: Time-Tested Tips to Grow Your Business with Customer Retention.” Please forward to a friend who may find value in this information.