Do You Treat Customers Like Friends?
Small business owners; have you ever thought about treating customers like friends? It takes intentionality, just like real friendships. Take a cue from your real-life healthy relationships and apply these concepts to your small business’ customer service. A lot can happen when you shift the way you approach your customers and clients. You know this already though, small business owner. They’re not just numbers or dollar signs, they’re real people. And people matter. Check out our list of ways to reimagine your customer service approach.
Ask for Their Advice
When’s the last time you sought out your customers’ thoughts and feedback? It could be a survey or a social media post, but engaging your customers and including them shows how much value you place in them. This small gesture can have a significant impact on the relationship with your customers and clients.
Feedback from customers is one of the best teachers. Negative feedback can hold a mirror for you to see blind spots and know how to adjust, and what to learn. Positive feedback can attract new business and shine a light on the things you’re doing well. Both types of feedback are valuable.
Keep Promises
You know that friend who inevitably bails out at the last minute every time you make plans? Well, there are a lot of small businesses that do just that. They make claims and promises and never follow through. If you’re going to treat customers like friends, you’ve got to practice what you preach. If you claim to have ‘the best customer service in town,’ do you? Or are your employees snippy on the phone when your store is busy? Unless you’re offering a Chick-Fil-A level of customer experience, then you’re not keeping your promise of offering the best customer service in town.
We keep promises to people we care about because it’s the right thing to do. We don’t care about a great Google review with our best friend. We care about them and care about our integrity. Approach your small business the same way. And don’t forget some times this includes doing things you don’t necessarily want to do.
Care About Needs
Everybody has that one ‘friend’ that only comes around when they need to ask you for a favor. Or $20. It may take a while to catch on, but sooner or later you figure it out. Is your small business like that? Do you only care about your customers when you need something from them?
There are few things that sound friendlier than letting customers know you care about what they need. With the ease of online shopping, big box stores, and Amazon, people now have more choices than ever. Your competition is just one click away.
Care about what your customer needs. Let them know you care. So what will make a customer choose you over them? By letting them know that you care. If you’re viewing customers for their dollars and disregarding their needs, then let’s be honest; you’re not treating them like friends. You’re treating them as a means to an end.
Being a good friend takes intentionality, compromise, and hard work. And so does being a small business owner. Ask for your customers’ advice, keep your promises, and care about their needs. It’s not marketing advice, it’s a reminder to keep your approach to your customers genuine. It’s part of what sets small businesses apart.