Customer Satisfaction and Profitability
One thing that should not be overlooked or underestimated is good customer service. Good customer service can often be the make it or break it keystone. Companies with excellent customer satisfaction ratings are more likely to succeed than businesses with mediocre or poor customer satisfaction ratings. The bottom line is, if you have good customer service, you’re more likely to be profitable.
How can you deliver customer satisfaction?
1. Under promise and over deliver
There’s not a more important rule to sales than this one. If you promise too much and don’t deliver on those promises, you won’t have a happy customer on your hands. However, if you promise less than you deliver, you’ll likely have a lot more satisfied customers than customers who are not satisfied.
2. Deals with complaints
No one likes to hear complaints, especially when it’s about our customer service. But, you must not react in a knee jerk kind of way. Stay calm, collected and try to bend over backwards for your customer by providing excellent customer service. Customer satisfaction is key to profitability.
3. Answer the phone
Sometimes it really is that simple. Answer the phone when someone calls. If you need to, use call forwarding or hire someone to answer your phone. Someone answering the phone for your business is vital. If you have calls coming in and the customer is being redirected to voice mail, they’re less likely to do business with you.
4. Retain customer loyalty
Most businesses rely and grow their business with repeat and referral customers. Satisfied customers will continue to return and likely refer your business to their friends and family. Loyal customers are often the backbone of a business.
5. Last but not least, SMILE!
Don’t underestimate the power of a smile. Smiles are contagious and they can take your business to the next level. If you’re walking around with a puss on your face, people will remember that. You can’t provide good customer service without a nice smile. So….smile!
All of the above are ways to provide your customers with the service they expect and deserve. Companies with good customer satisfaction ratings can expect to have better profit margins versus similar companies with poor customer satisfaction ratings. Customer satisfaction and profitability go hand in hand.