Keep Your Customers by Planning Ahead
With holiday season coming up you can guarantee that a good percentage of your customers have travel or vacation plans and their demands might differ at this time of year. Deadlines will be tighter and more restrictive, and their availability will be more limited. There is a high probability that they will also request expedited services with their holiday driven time constraints.
Be prepared to please them (and to keep them), start surveying your customers now. One place to start would be to have a link on your website that will take them to a short but specific questionnaire. You could also send an email out that has a link to your survey. Some important things to know about your customers are the following:
- What is important to their overall experience and satisfaction with your product or service?
- How are you performing compared to those things that are most important?
- Ask whether they would recommend you to their friends, family or colleagues. This is not only the most crucial question, but also the ultimate form of customer loyalty.
For example, ask them specifically if cost (within reason) is more important than expedited service? You might have to make some quick decisions with new time limitations, plan to be prepared.
Market research has shown most consumers would rather switch suppliers than complain. What seems like a small problem to you might be a big problem to your customer. Typically 96% of unhappy customers say nothing; they simply fire you and then tell 10 or more people about their bad experience. Of the 4% who do complain, the majority will stay with you once their problem has been resolved – quickly and to their satisfaction. If they perceive the solution to be remarkable, then they tell their friends about the positive experience which means more customers for you.
Plan ahead to keep your customers happy – and to keep them!
If you need more information please contact us, we would be happy to help you “grow your business”!