Today’s customers have high expectations. They want businesses to treat them like royalty.
Unfortunately, the reality is often quite different. Companies can sometimes get into bad habits, usually because they take their customers for granted. In some cases, they do not provide basic services clients need to have a good experience.
In this post, we take a look at some of the things that customers expect from quality companies. By the end of the article, you will have a much better understanding of their needs and where, perhaps, your brand needs to improve.
Offer One-on-One Attention
If you’ve ever been to a busy department store, you’ll know that shop assistants only ever help one person at a time. Even if another customer demands their attention, they still focus on the first customer before moving on.
The reason they do this is because one-on-one customer service is so critical. Clients need to feel like you are investing in them personally instead of processing them as rapidly as you can.
Don’t worry about losing sales: you’ll more than make up for it with customer loyalty.
Build Somewhere To Park
Customers also want it to be easy to get to your business by car. Yes - some will occasionally arrive on public transport, but these people tend to be the exception to the rule. Most clients drive.
You can click here to see some examples of the type of work that you will need to undertake. Once you have a parking lot, it’ll generate long-term dividends.
You can also find ways to exceed your customers’ expectations. Many people who buy from you will initially assume that you provide a similar level of service to other people in the industry. However, when you go above and beyond this, you immediately imprint your brand on their memory.
Provide A Bathroom
Providing a customer bathroom is another simple thing you can do. Some businesses have to do this by law, but even if you don’t, you should still consider it. Customers will appreciate the option.
Give Customers A Personalized Experience
Where possible, you will also want to give customers a personalized experience. This involves knowing as much about them as possible before you go into the interaction with them.
When you learn more about your customers, it changes things tremendously. Suddenly you can make decisions based on their budget, preferences and the type of products that they want. You can also predict their needs more accurately.
To provide a personalized experience, you need the right tools. Having a good CRM in place can help enormously in this regard.
Finally, customers expect you to respond to their questions and queries immediately. They don’t like waiting, even if it is just for a couple of seconds while a call rep asks a manager a question.
Even today, though, many businesses operate on a 24-hour response model. That means that customers have to wait up to a day to get a reply. As you might guess, delays of that length actually undermine your business.
Two Women at Table: Unsplash - CC0 License
Parking lot: Unsplash - CC0 License
Woman in chair: Unsplash - CC0 License