What customer service actions help to ensure repeat business?

These are all great responses. I concur with Jim. I always try to place myself in my clients shoes. I treat my clients as I wish to be treated if I were on the other side. I think it is important to always be bringing value to the client each time you walk through their door. I have done this by always asking if there is anything they need help with. In my business it would visiting them monthly to share how my company is doing, giving them feedback on how we are doing, asking end users if they have any questions that need to be answered. I like to connect with as many people within the organization as possible. From the top down to the bottom I get to know everyone. Just showing you care goes a long way.

My golden rule is just do what you say you are going to do and make sure you follow through while keeping the lines of communication open.

After setting up the Customer Service Manager position at Circuit City Stores, Inc. in the late 80's we conducted several studies which led to a result of 70% of repeat business. It's a shame they turned away from the notion "Circuit City, where Customer Service is state of the art" because best price does not always include best service.

With my customers, I always make sure I am friendly to them.. There is something called as " Customer Maniac " which I learnt at pizza-hut. Any company or organization would do what they need to do, but the benefit is when you do more than what the customer expects and that brings a smile on the customer's face. Always make sure they are treated nicely. Dont forget customer is the king and service is the queen. Talk to your customers as much as you can, that doesnt mean you talk even when they dont want to.. Just when you think they are interested. Try to remain your customers orders. Customers love it when they come back to you and you repeat their last order. Try and keep in regular touch with your customers.

I would add that you want to remember your repeat customers' names. Nothing is sweeter than the sound of your own name. It takes time and discipline but it keeps your customers coming back.

Hi Caty,

What I've found to be most effective is to focus on two core principles of human relationship management:

1. Practice the Golden Rule.

The simplest, easiest technique that assures the best outcome is treat the customer as you would like to be treated, if you were the customer.

2. There are no neutral impressions.

Every interecation with a customer either adds to, or detracts from their impression of you. Make each interaction count.

Those points are clear and simple; anyone in any role can understand them without any special training, and therefore practice them consistently.

If everyone in the organization follows those on a consistent basis (internally, with co-workers too!), the odds will play out favorably, and the customers, who also happen to be human, will sense the commitment and be naturally drawn in.

Thanks Caty,

Jim Watson
http://bit.ly/efrxOg

To assure repeat business, take care of the customer in that first contact, first call resolution, wherever and whenever possible. And to be sure that customer has received satisfaction, ask them!

Here is a simple response: Thank the customer! There are many ways to say it. It is important that the customer be appreciated for their business and who they are. Never forget to say, "Thank you!"

Shep Hyken, (http://www.AmazementRevolution.com)

Some great responses here, though we should remember to keep this in mind as a strategy, not just day-to-day tactics. The strategy is WOWing people, as Zappos would say. Some ways to do that, in addition to the great attitudes mentioned above:

1. Build EXCELLENT products
It doesn't matter if you're nice if your product breaks all the time. Spend less time making new features and more time ensuring your product is amazing. Include your customers in this process. They will be able to tell. They will care. (See Apple...not great customer service, but the products are outstandingly designed to make our lives easier.)

2. Provide FANTASTIC customer support
Yes, this includes the golden rule. But it also means institutionalizing this. Do you answer all messages within a day? Great. But wouldn't you rather be answered immediately? Make that your goal this year - all customer service issues answered within the hour. (Zappos answers calls within 20 seconds: http://bit.ly/mO3Mtv)

3. Communicating BEYOND customer support
If your soldiers are treating me great but your commander is saying he wants to destroy my town, I'm going to have a hard time falling in love with you. If you want customers to love and trust your company, then all aspects of it need to be oriented towards customer happiness. Be constantly transparent about the good and the bad. Talk about new members of the team, new babies being born to them, the cool thing you want to last month, why you had downtime, why you aren't done with that feature, etc. It rarely backfires, if you're telling the truth.

Whew! Hope that helps!

Repeat business is key in every business model. Every person in your organization is in customer service whether they are on the front line or in the mail room. To aide customer facing employees in providing an outstanding customer experience use these simple tips:
• Communicate positively using simple terms
• Personalize the experience by using the customer’s name
• Suggest services or products that will add value to their experience
• Always be gracious and thankful for their business
If you are seeking behavioral changes but are unsure how to proceed check out our website: http://www.impactlearning.com/issues/

Rachel
Impact Learning Systems

Learn to say "Yes" to every question a customer poses. Nothing turns a customer away more than non-response. Even if you don't have what they request, listen carefully to their needs and then do everything to meet those needs.

Listening and going the extra mile are what customers crave. It's a busy world and anything one can do to lighten the load for a customer will be appreciated twofold.

Many customers research product online, but still seek personalized interaction and service in a brick and mortar location. Recognize that and you will gain a loyal following.

By providing the customer with satisfactory service, before during and after the sale of service. Treat him/her with respect, listen attentively to their complain and try to remedy the situation as soon as possible arriving at a settlement.