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Pete Grasso - Keeping it Simple

Make Your Customers Happy

published on 10.28.14



Make Your Customers Happy

Perhaps the most difficult challenge for any service business is keeping their customers happy. As consumers, we demand the highest level of service and when it doesn't reach our expectations, we're disappointed.

Don't satisfy your customer and you'll likely lose repeat business and referrals. 

Making customers happy isn't really that difficult though, as long as you follow a few simple guidelines. 

Ron Smith says there are four elements to make customers happy: 1) on-time delivery, 2) quality work, 3) professional behavior and 4) convenience. As a consumer, I agree with all these points (which you can read more about here).

In addition, there are two things that are very important to me, when it comes to customer service: 1) Do what you say you'll do and 2) Keep me informed.

Pretty simple, right? If you can't do something, don't tell me you will. And, if there's a problem or a delay, just let me know what's going on. It's surprising how many times these two simple things are overlooked. Customers simply want to know you'll deliver on your promises, and what's going on along the way.

 

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