11 Easy Steps To Assure Ultimate Customer Satisfaction

 But are they satisfied with your product and service? A satisfied customer will spend at least three times more money on your product than an unsatisfied one. When it comes to customer satisfaction, it starts with your company culture. How do you ensure your customer gets satisfied? This article will discuss some eleven easy steps in which you can assure your client is ultimately satisfied. It would help to read till the end to gain these crucial points. 

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1. Keep The Company's Culture Going

One way of ensuring your clients are satisfied at all times is to keep the company culture going and getting better. You have to start from the ground and maintain it that way. Through this, it will make your clients keep on coming back, just like the first day. It is essential to make your employees, including the new ones, know your culture, and understand how to attract and retain your clientele to your business. They have to know what your values are, the vision, and also your ways of communication with your clients. If you always keep constant communication with your clients, it's essential to continue ensuring the company culture remains. You can enhance this communication culture by having one-on-one interviews, stand-ups communication, reviews to your employees, dinner speeches, or writing some blogs about your company culture. Deviating the way will make some clients unhappy with others not satisfied. 

2. Make Clear Expectations And Follow Them Through

If you want your venture to thrive in every way, you have to make your expectation and follow to make sure employees achieve them. It is essential to know what you can deliver to your clients and communicate with them. To be on the safe side with your business, never try to pamper others who require special treatment since it will create inconveniences sooner or later. It is essential to keep to what you can afford for your business.

Even though all these appear not client-centered, it will help save client troubles for those who expect something higher than what's on offer. The intention of doing this is that you cannot fulfill every client's promises, but those who are loyal will easily understand your services when kept at a level. At any given time, ensure your clients get what they expect from you and always deliver your promises without fail or excuses.

3. Lower Your Customers' Efforts

How do you lower your customers' efforts? If your clients are struggling to reach you or your products in the market, you should lower these efforts by solving the distribution channels and ways to contact you. Through this, the clients will trust that you are concerned about them, and they will increase trust towards your products or services. How do you do this? Besides the distribution channels, you can use modern communication channels, including messengers or creating live chats on your website. If struggling to keep your customer expectations and keeping up with their communication modes, you can streamline your operations and keep your clients stick to your business through route optimization. This process involves using software to ensure your clients get the services as expected without fail or delay. Besides this, you can have other tools that directly connect your clients to the staff, including the marketers, supervisors, or those who offer technical support for complicated products such as the machines. Whatever you do, ensure all your clients are kept satisfied and communicated to reduce issues arising from your products' use regardless of their purchases.

4. Boost Your Employee Satisfaction

Before buying anything from a company or shop, most clients do check the employees' moods. Your employee's negative mood will directly affect the customer's purchase and is always linked to the employer. According to studies, employee satisfaction will significantly affect your business flow and also your reaction towards your clients. This research further reveals an intertwined relationship between customer satisfaction and employee satisfaction.

This situation means that you should do so to your employees first if you want to satisfy your clients. Ensure the employees are providing positive results towards their work and, if not as expected, check what might be wrong since it will affect the clients. You can facilitate this by showing your employees how hard work affects the clients positively. You can have an agreement of rewarding your employees depending on clients' satisfaction.

5. Use Cheat Sheets

While there are millions of articles explaining why you should always listen to clients, give them empathy and a clear explanation, sometimes it's necessary using cheat sheets to retain that client. Cheat sheets are used to avoid scaring clients away from the business. While proper communication is essential in any business, cheat sheets help to reduce the negative bias. For example, instead of your new employee telling the client they are new to the company, they can inform them to hold on the line as they consult a colleague.

Cheat sheets are mostly used when a new customer service team is getting inducted into the business, and you don't want to disappoint the clients. They help set the right tone for the client but should align with the company's culture. However, it would be perfect if you did not overuse the clean sheets, especially to a single client, since they might see you as unreliable in your business. You should find out phrases that will keep your clients uplifted and engaged in the conversation with your service reps.

6. Train Employees To Take Charge, Not To Complain

What happens if you have all employees complaining in your company? Doesn't the habit show a terrible scenario to the clients? The customer care representatives should be trained to take charge of the clients and communicate according to the company's mission, vision, and culture. If there are problems, they should handle them with laid procedures. Your service team must, at times, use common sense to solve issues rather than wait for the management to do so.

How do you do this? It is simple to do this through employee empowerment. Allow your customer care representatives should use their knowledge to solve issues raised by clients other than sticking to the company terms, which at times becomes boring. Before giving them this freedom, ensure that they are the best in what they do. If not the best in their work, they might damage the company's reputation if they provide unrelated or uncalled-for responses that might touch clients wrongly.

7. Craft Your Goodbye

Most clients have trained their staff to welcome or answer clients' calls when starting a conversation. But have they trained them to end calls or say goodbye? Not all. According to studies, it is the goodbye you give to your client that gives them memories of your company. If the goodbye got terrible, the client would keep remembering this for the longest time. Your customer care representatives must be trained on how to end conversations with clients. The representatives should adopt good closing etiquette, including thanking the client, asking them if all issues are solved, end conversations in a personalized way, and letting the customer end the call.

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8. Always Solve The Problems Before They Arise

It feels better when someone calls you to own their mistake than following them to admit the mistake. That's what you should do for your clients. If you know you have done something wrong, it's better to call them directly and inform them about the mistake and how it can rectify. Besides this, you should rectify problems in one client before they rise to other clients. It is essential to train your service team how to diagnose problems and solve them before they escalate.

You can do this by giving your team some self-help procedures to help clients who have issues. This strategy will void clients calling again and again when the team doesn't solve their problem during the first call. You can train your staff by using one client's problem as a case study in solving other related issues. Through this, your service team won't be wasting time in solving issues. They will be tackling them immediately they raise, thus avoiding inconveniences.

9. Give Better Self-Help Options

Most customers become happy when they can solve issues by themselves through your guidelines. This position has enabled clients to run to sites for self-help options to solve problems using company products. This idea means you should provide your clients, through the website or brochures, some tutorials, manuals, videos, and Q & A on solving the most common issues. It would be perfect if you made sure that the procedures are straightforward.

The company should explain the steps in easy-to-understand languages that every client can understand and put into action regardless of their education level. This idea will save more time and money in training your service team and reduce the workload, thus enabling them to tackle other important issues or deal with unique challenges. The self-help options should be fun and must be present on all platforms, including websites, social media sites, and other options reachable by clients.

10. Always Be Real To Your Clients

If the client has asked a question concerning your product in a funny way, you should reciprocate it the same way with reality. Your customer asking such a question knew that you are a human being, and they expect something funny back to light up the conversation. The company should do all this in all mediums, including social media sites, email, and any other communication channel. If using Chatbots to communicate with the client, keep it minimal, and incorporate human touch. Most clients know when they are chatting with chatbots, and at times, they will want to chat with a real person.

When incorporating the human chat, ensure the representatives aren't that stiff and not sticking with all the rules. Ensure there are empathy and humor in the chat, just like the imposed query by the client. All messages should at least have a personalized touch. For example, if you sell food and the client complains the food pack didn't make them full, you can consider joking around by asking them to purchase an extra package or having the food package without sharing it with friends on another order.

11. Know When Your Client Needs You

Your client shouldn't be the one to alert you for a conversation unless they are experiencing a problem with your product or service. You should always contact them when you see signs that they need to and should be done right on time. How can you know this? With advanced technology, there are trackers everywhere, including on websites. If your client spends much time on your website without making a move, it seems they are having trouble, and it's time to act and see what might be the issue.

Checking your customer who gets stuck on the website should be done immediately, especially if running an online selling point. According to studies, intervening with your clients has saved many companies millions. It will help if you do it on time by offering solutions by redirecting them to videos or tips on what they are stuck at. With this, you will be letting your clients know that you value them. This situation calls for proactive customer care and having analytics and trackers in your website to offer immediate solutions to individuals stuck in certain parts of your website.

The above tips will help you in coming up with better solutions for your clients. Each of the reasons might capture different clients since each has different ways of getting satisfied. Before making your clients happy, it's better to meet their needs and ensure your goods or services are readily available in the market to avoid more inconveniences. It would help if you always eased tensions to your clients before pulling the satisfaction move.

Lesley Montoya

Update 05 November 2020