Keeping Your Guests Comfortable and Taken Care of: Getting the Best Out of Every Interaction with Stellar Customer Service
If you’re a business owner or manager, you know that customer service is not for the faint of heart. At the best of times, a customer interaction can be rewarding and exciting, and, at the worst of times, it can be downright discouraging. The good news is that in the age of the internet there’s a way to put those positive experiences in the forefront and take the spotlight off bad ones.
Use these great tips to turn a customer’s frown upside down. Succeed with happy customers and increased sales with these simple, easy changes starting with uniforms for brand continuity. Uniform suppliers like Prudential Uniforms know strong brands are important in today’s business market.
Stay Positive Every Time—Reviews and Testimonials Are Around Every Corner
The internet is a very small place these days. That means it’s incredibly easy to find commentary on your worst moments. Since clients feel very comfortable sharing their experiences, bad or good, you’ll need to strive to always be better.
You may ask, “How can I always be the best?” The key is to keep your interactions pleasant, positive, and upbeat. Develop a strategy for all staff members to follow. Train them to do more than just their job. Model step by step interactions, starting with a greeting and small talk. Teach your employees to find shared interests and common ground.
These shared interests and heightened interactions will help a patron remember the experience in a more positive light, even if something did go wrong. If a consumer is filing a complaint with you, finding this common ground will put them at ease. Remember, you should always sympathize, apologize, and accept responsibility during a problem situation.
Taking the higher ground and being patient and polite will always score you more points with a customer. It won’t stop every bad review, but your attitude and actions will make the good reviews more potent than the bad.
Be Helpful and Available and Accept Feedback
When things happen, as they so often do, start by being approachable. Rather than being dismissive or unaccommodating, take a moment to be understanding and obliging. If you can’t offer what’s needed, go out of your way to find someone who can.
When a client has taken an issue to you, allow them to tell their whole story. Give them affirmation and sympathy before moving on to the problem-solving phase. Always try to make every step in the interaction clear, and inform the customer of what you’ll be doing to help. Letting them know what to expect will lead to less confusion and more satisfaction in the experience.
Last, regardless of the outcome, allow your patrons to give their feedback. Be kind and empathetic. Let them know what they say truly matters. Feedback will help you perform better next time and allow the customer to feel like their opinion matters.
Look the Part
Have you ever needed help in a store, but couldn’t find someone? It’s frustrating, isn’t it? Sloppy or inappropriately dressed workers are another issue. The appearance of your workforce is part of your image—your brand. Your stores can be immaculate and your products flawless but, without identifiable personnel with pristine appearances, the impression is tainted.
With uniforms, there’s no question about what your staff should be wearing. Anyone who walks into your store can immediately identify someone who can help them and answer their questions. Plus, you can ensure a neat, well-kept appearance, meaning you’ll always be proud of how your staff looks.
A uniform isn’t just clothing that some people are required to wear. It’s a mobile piece of branding that puts your company’s name all around town. It’s better than a billboard because it’s not stuck in one spot, but moving around and interacting. Each employee gives you a bit of free advertising.