Do you remember visiting a business premise or interacting with an online representative and smiling long after you’d left the place or finished the conversation? You might feel it’s something that doesn’t immediately spring to mind, but it made you feel welcome, to want to stay longer and come back again and again… 

Smart business owners who are well versed in the art of excellent customer service apply some specific rules and techniques to win over prospects, retain current customers and consequently increase sales. 

It’s all about making both your existing and would-be customers feel at home. So, here are 10 top tips to get you started.

1. Know and prepare for your ideal customers, before they even come to you

The trick to making your customers feel at home is similar to what you’d do when trying to woo a love interest. This means you need to start planning the approach and experience even before the first meeting.

Firstly, know your ideal customers. This requires drawing up a standard profile that gives you an insight into the demographics, likes, dislikes, needs, fears and desires of your ideal prospect. Having a good grasp of this will help you build a loyal customer base.

Next, design a customer experience for your prospect and make sure their anticipated experience is competitive and enjoyable.

2. First impressions still matter

When customers interact with you, they’re also indirectly interviewing you and deciding if buying from you is a smart choice.  It’s said that first impressions live long in the memory and you may never have a second chance to correct a negative initial impression.  So, it’s important to make the most of your first customer interaction.

As with the attitude of your staff, the office appearance and furniture also make a loud statement about your business brand. So, instantly boost your business brand value with quality furniture and a general design that’s uncluttered and appealing.  This will likely make customers feel more welcome. 

3. Make the customers feel that they’ve come to the right place

People are always glad when they meet someone who tells them they can help with their problem and does just that. Show your customers that your business premises are the right fit for all their needs and that staff can competently handle any of their specific requests.

4. Keep smiling - even if you’re on the phone

One of the most powerful ways to keep people at ease is to flash a real smile whilst offering a helping hand. It’s true you can’t be happy all of the time and will occasionally feel stressed or upset over some other unrelated issues. However, when interacting with customers and prospects, always try to think back to a pleasant experience you’ve had. This will keep you smiling and help your customers feel welcome. 

People can also visualize your facial expression over the phone, as it has a way of being reflected in your voice. So, make smiling (genuine smiles) a part of your business etiquette; you’ll be rewarded with customers who are warm and receptive to your business.  

5. Don’t make your customers wait too long

Always make the customer know and feel that they and their time are important; prove it by attending to them as quickly as possible and in a satisfactory manner. Whether in a store check-out queue or on the phone, never keep your customers waiting for too long. Otherwise, you risk a good number of them walking out or hanging up and not looking back. In the end, your bottom line suffers.

6. Pay special attention to first-time customers

It’s important to be able to quickly figure out a first time customer and the best approach to turn them into repeat buyers. Spend extra time with them and help them make the smartest buying choices. You can even offer discounts on some of the purchased items as an added incentive to make them come back another time and become loyal customers.

7. Make a human connection with your customers

Learn the skill of detecting emotions underlying a customer’s facial expression or tone of voice and respond positively to create a feeling of warmth in them. By trying to listen to a customer’s non-vocalised emotions of frustration, disappointment or joy and then going on to initiate a meaningful dialogue, you’re creating a connection with them and enriching their user experience.

It’s important to also note that addressing people by name (whether in person, on the phone or via email) makes them respond more positively. If you’re not sure a customer would like it if you called them by their first name, simply ask how they would prefer to be addressed. 

8. Focus on the customer

Remember that any meaningful dialogue is a two-way street; in business, you should place more emphasis on what the customer is saying or trying to say. A customer will likely feel annoyed if you’re not paying attention to what they’re saying or are distracted. For example, if they have to repeat themselves because you were talking to (or scolding) an employee, you may have missed a golden opportunity to learn about a customer’s needs and subsequently retain their custom.

9. Say “Thank You”

Regardless of whether you closed a sale or not, make a habit of thanking every customer at the end of any interaction or transaction, either in person or by email. Let them know that you value their patronage or enquiry and hope to see them again. If you make them feel welcome and appreciated, they will be more likely to return in future. Always make the effort to build and sustain a relationship. 

10. Learn to ‘manage’ unhappy customers

It’s a harsh reality that you have to face in business - occasionally having to handle distraught customers or clients. Therefore, it’s important to prepare yourself and your staff with regards the smartest way to manage an unhappy client or customer.

To help with such a situation, draw up a customer service policy and loyalty scheme, based on your core business brand values. This policy should also include what to do in the event that a customer is visibly unhappy or dissatisfied about your product or service.  Make sure you and your staff keep to these guidelines consistently and in fair and transparent manner. You might even go on to convert your most disgruntled customer into your most loyal customer and strongest ambassador.

Conclusion

In contrast to the common refrain, the customer is not always right. However, remembering that the customer is always human - and building greater empathy, honesty and openness with them - can help you create a happier business environment. It will make your customers feel at home and fall in love with your business, which will consequently mean an increase in sales.