8 Secrets to Wow Your Customers Every Time
1. Make Each Customer Feel Special
Ask thoughtful questions to understand their unique needs, challenges, and preferences.
Refer back to details about your previous interactions.
Give them your full attention during conversations.
Keep eye contact and avoid distractions like checking your phone.
Follow up after resolving an issue to ensure they're satisfied with the outcome.
Surprise them with a small gesture, like a short thank-you note.
2. Never Say Something You Wouldn't Want Another Customer to Know
Don't mention a customer's purchase history or personal details to another client, even if you think it's relevant.
Don’t make comments about a customer's appearance, accent, or behavior that you wouldn't want them to overhear.
Avoid complaining about or criticizing a customer to your co-workers, even if you find them difficult to deal with.
Treat all your customers equal, regardless of the deal size, industry, or perceived importance.
3. Focus on What You Can Do, Not What You Can't
Avoid saying "we don't do that" or "that's not possible."
Instead, say:
"Here's how I can help with that"
or "Let me look into some options for you."
Focus on the positive ways you can assist the customer. Offer alternative solutions or connect them with the right resources.
If you can't respond to a request, explain why and then suggest other ways you might be able to help.
4. Always Respond on Time
If you tell a customer you'll get back to them by the end of the day, make sure you follow through before the day is actually over.
Don't leave customers waiting days for a response to their email or voicemail, even if you're busy with other priorities.
It’s okay to let them know there is no significant progress yet.
Best to keep them in the loop rather than lost, in the unknown.
Respond fast to customer requests, even if it's just a quick note to let them know you received their message and are looking into it.
Set clear expectations about your response times upfront, and then exceed those expectations whenever possible.
5. Remember Customers' Names
Our name is the most beautiful sound on Earth for us, says Dale Carnegie in his best-seller book.
So use it often and throughout all your interactions.
Personalize your communications, and address the customer directly by name.
Train your team to consistently use customer names as a way to build rapport and make them feel valued.
6. Anticipate, Follow Up, and Be Proactive
Reach out to customers before they experience an issue, like notifying them of a potential delay in the rollout.
Suggest additional products, services, or support that could benefit the customer, even if they haven't asked for it.
Monitor customer feedback and use it to keep improving your processes and solutions.
End each call or interaction by asking "Is there anything else I can help you with today?" or "What else can I do for you?"
7. Don’t Make Promises You Can't Control
Don't commit to unrealistic timelines or delivery dates, even if the customer is pressuring you.
Be upfront about any potential changes that could impact their contract.
Set expectations about what you are able to achieve.
And set clear boundaries if their requests are outside your capabilities.
If circumstances change and you can no longer meet a commitment you made, communicate the issue upfront and work with the customer to find an acceptable solution.
Do not make any guarantees that depend on factors outside your direct control.
8. Keep a Professional and Positive Attitude
Always be positive. Avoid using negativity in your communications.
Smile, and speak with a friendly tone, even if you're dealing with a frustrated or difficult customer.
Avoid sounding frustrated, impatient, or annoyed, even if the customer is being unreasonable or demanding.
Don’t take customer frustrations personally.
It’s not about you. Detach yourself from the issue. Respond with empathy and a mindset focused on solving the problem and move on.
I hope that helps,
Have a fantastic week ahead!
-Hakan.