The Top 5: Ways to Boost Customer Satisfaction
Tips from the trenches to keep your copier career on track
Is Customer Satisfaction Your Top Priority?
In a copier dealership, nearly every employee deals with clients at some point, which means that we’re all responsible for providing customer service. It’s a role that most employees, from sales and service professionals to upper management and office support staff, take pretty seriously. But you can’t provide top-notch service if you don’t understand what the customer really wants. Here are five of the most common ways to boost customer satisfaction:
- They want you to look your best. When clients interact with service providers, they want to be dealing with clean, professional, well put-together people. For sales professionals and leadership, this means knowing the clients’ own standards and dressing to meet or exceed those standards. For service techs, the expectation is a little different. Clients don’t expect you to fix their machines in a suit, but they do expect clean, well-fitting work clothes and attention to shoes, haircuts, and general grooming. If a dress code needs to be put in place, it’s management’s responsibility to define and enforce it.
- They want you to want them. If you have to ask a prospect to tell you about their business, you’ve already lost it: they know you haven’t bothered to do your homework, and they’ll give their business to someone else who has gone through the trouble to learn the basics ahead of time. Mike Michalowicz, CEO of the Provendus Group, advises salespeople to “Go in with all the research under your belt before you start talking. Then tell them what you know about them, and ask them to correct you where you may be wrong.”
- They want you to make it simple for them. As you explain what you can do for a client, remember to keep it simple. You may get really excited about the nitty-gritty details of feeds, speeds, and network capabilities, but they just want to know how your solutions can help improve their business processes and save them time or money. Don’t bog them down with unnecessary details.
- They want to be appreciated. Small thank-you gifts or handwritten notes go a long way toward showing clients you appreciate their business. Clients don’t necessarily expect these things, but they love receiving them. Even small gestures can go a long way in promoting customer loyalty.
- They want to be impressed. It’s common for clients to claim they are on a tight budget, but the truth for most is that they do have money to spend — they’d just prefer to spend it elsewhere. Show them the value you provide, and give them a reason to spend it on you instead.
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