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I grew up slinging dishes and, at one point, was a server at the coolest Mexican restaurant on the town. Anyone who was or is a server knows that the nicer you’re to customers, the larger your suggestions. But you could not realize that you could take that lesson into the business world, too. Hello, retention.
In my experience, half the battle is being exceptional in your communication approach, like asking your customers proactively how things are going, reaching out to see what goals on their side are being met and even simply sending a note of appreciation. The list goes on as to how you may put the KIND (“K” for brief) in customer care. Take a look at my tips about getting “suggestions” in business.
Related: We Need to Stop Sucking at Customer Service
The white-glove approach
Today, good customer support is anticipated. You wish way over that to make your corporation stand out and retain customers. That is why I teach my staff about the white-glove approach, where you go a step (ideally, multiple steps) above good customer support to surpass expectations by prioritizing their needs, personalizing their experiences and being dedicated to their success.
What’s the key here? That you just truly care about your customers, after all! And the way can we show that at my PR agency? By being kind. Seems easy, right? But you would be surprised how few businesses put it into practice.
4 ways kindness can tip the scale with customers
Being “kind” is defined as displaying a sympathetic or helpful nature. It is not something you necessarily associate with the business world, but remember, at the end of the day, your clients are people, too. At our core, all of us share basic human needs: connection and significance (feeling valued). It is not sappy; it’s science, and trust me, infusing kindness into your interactions with customers could make such a difference. In business terms, it’s 100% ROI since it costs you nothing but pays dividends. Listed here are 4 ways to put the “K” in customer care.
1. Send thank-you notes
This does not have to be anything fancy — the thought truly counts. So whether you handwrite a thank-you card and (gasp!) mail it or send an email or text, an easy thank-you showing appreciation for his or her business and your working relationship will go a great distance.
Even higher, send it at an unexpected time, not only during the holidays, when everyone does the same. It’s going to stand out and mean so rather more.
Related: Handwritten Thank You Notes Matter More Than Ever. Here’s Why.
2. Check in frequently
Whether every day, weekly or monthly, let your customers understand how their projects are progressing and what your team is currently doing for them. And be sure to highlight successes. A little bit bragging never hurt — in the proper context, after all!
I also like to use these check-ins to personalize the customer experience by asking how often my customers want updates and thru what means: calls, emails, Zoom, full reports or a mix of those.
Some customers are hands-off, and a few want to know every detail, so this act of kindness not only gives me a method to connect with them frequently but to achieve this in a way that values their preferences.
Related: Use This Secret Customer Service Technique to Boost Your Customer Retention and Loyalty
3. Listen to them
I’d say a key to the point above on asking your customer’s check-in preferences is that it only works if you happen to listen to them! Again, it sounds obvious, but admittedly, it is a hard one for me. Not that I don’t desire to listen, but I’m a natural talker and really love connecting with my customers.
On the one hand, it is a competitive advantage since it’s actually a part of our mission to be an extension of our customer team. But on the other, taking a step back and really listening to your customers about what they need and need is powerful. Then closing that circle to offer those things in your individual service language is admittedly the epitome of customer care.
4. Remember the little things
You expect your loved ones and friends to remember essential dates and favorite things. But when a vendor does it, wow! I can probably count on two hands the variety of times this has happened to me as a customer myself, but the indisputable fact that I remember those incidents speaks volumes. As does the indisputable fact that it makes me want to work with those people much more because they care!
Related: How to Grow Your Business — Even When You Have No Idea What You are Doing
Beyond that, easy kindnesses like opening the door if you happen to’re together in person, asking how their vacation went or inquiring about their plans for the weekend make a big impact on a private (yet still skilled) level. And, hey, I’m not above having a cheat sheet on each customer — their kids’ names, the breed of their pet dog, their favorite things — for reference!
The purpose is, the little ways we will show kindness not only have your customers liking you more, but they will breathe a bit easier. Because if you happen to care enough to remember, you actually have their back with the projects they’ve entrusted to you, making them want to proceed the working relationship. Customer loyalty for the win!