Are you all talk and no action? Before you scoff at the question, hear us out for a bit: does your business, for instance, boast of all sorts of taglines, yet doesn’t practice any of them? One example would be: are you practicing your core “value” of “we give excellent customer service”?
The only reason why we ask is because many of today’s companies harp on such things as customer care, the customer is number one, and so many other enticing phrases that give clients the impression that they will be in the best place once they buy a product or avail of a service from that vendor. Unfortunately, the truth of the matter is that many of these “come-on” lines are just that: empty promises that tell customers to come on over. But once they are there, they end up with nothing but hot PR air.
Yet all is not lost. Companies like TheBouqs.com, a cut-to-order online flower delivery service from L.A., has been doing its part to practice what it preaches. Not only have they invested a substantial $ 1.1 million in re-packaging their customer service image, they actually put their money where their mouth is—literally.
Take the case of making clients feel like they are your first priority—your number one. Founder and CEO John Tabis says that one way to do this is by focus on your core audience. If you’re selling basketball shoes, for instance, know who you’ll most likely be catering too. Sure, basketball players, but what about the young boys who are aspiring NBA stars—won’t they want to buy your shoes, too?
Once you’ve gotten to know who they are, know what they want from you. Listen to what they have to say via social media, surveys, and other tools that help you gain useful insights that will tell you what’s on your clients’ minds (and hearts). It may be a broad mix as there are different personalities involved, but do your best to narrow it down (or have a broad product mix, perhaps).
And of course, listen to and act on any complaints and concerns they may have. The long and short of all this is: listen to your clients. Because in the end, this is the true sign of excellent customer service—of making clients truly feel like they are YOUR NUMBER ONE. And no tagline can beat that.