When it comes to customer satisfaction, the level of satisfaction is not the same across all industries. It is also hard to predict customers’ satisfaction levels. The obvious way to please your customers is to behave well and take notes.
Starting a startup — especially services — and dealing with customers will allow you to get a taste of how customers think, behave, and react. One of the essential aspects of dealing with customers is keeping a reputation for your business.
While each startup has its own customers, there are many similarities in dealing with customers, including customer support, sales, and marketing. There are 3 things that you need to keep an eye on if you are looking to retain your customers — or your competition will “catch ‘em all”:
#1 Understanding Their Needs.
One of the first steps to get your customer on board is to understand what they need. The best way to achieve that is to give them a call. Many things need to be clear, and you can either guide them or give them a call if needed. Building trust is important at the beginning. It is like first impressions. They might not see you, but they can sense that you understand them or not. Don’t fake it and get into all the necessary details.
The difference between you and your competitors is the understanding part. If you are not willing to listen to your customers and keep them waiting, you are simply saying to them, “find a better alternative.” They will start looking for other alternatives.
#2 Advice, Direct, and Surve Them as if They Were Your Only Customers.
Whenever they ask for advice, give it to them. Whenever they ask for direction, show them the way. Whenever they ask for a service — paid or not — you should be ready to serve them. Keeping customers around is not easy. You need to make them feel that they are your only customers and that you have the time and effort to support them and make them feel important.
Customers are looking for someone that they can trust. I always advise making them feel that they are getting more than what they are paying for. This way, when you underperform in some days, they will forgive you. Keep up with them and always ask them if they need help — or keep it easy for them to get it themselves and watch over them.
#3 Communicating With Them When They Need You and When They Don’t.
Communication is the most important part of any relationship. Getting new customers can be done with marketing, but maintaining existing customers can not be achieved unless there are good communication channels. Establishing new customers can be essential to show the first impressions. Keeping customers is an art that not all businesses can maintain. What if they don’t ask for help? Get in touch with them (occasionally) and ask them about their business — don’t overdo it, don’t spam them.
If you think that they want discounts to stick around, you lost the long game. Most customers are looking for trust and security. They want to feel that you are the best business for them. If the customers are getting the best outcome for what they are paying for, they will likely stay longer — even if you weren’t the cheapest around. Customers are not looking for the cheapest; they are after the best value (money for service). Keep in mind that the more open you are with your customers and the more you ask them if they need help, the more they will appreciate your business.