Improving customer service and customer experience – 7 things every business owner MUST do

These days, it’s not enough to just have a great product or service. It needs to be delivered in a form people want to buy.

Know what your customers need.

As simple as this may sound, it’s something a lot of business owners don’t do. You need to constantly review your offerings to to ensure the product or service meets your customers’ needs including packaging.

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I received an email a few months ago from a lady who was holding a workshop on building a website. I found that interesting because this was something that could be easily done online cheaply, and let people follow the workshop on their own computer without leaving home.

When I mentioned this and asked her why she opted for a workshop rather than an online event, she was adamant that was how she wanted to teach people. Sadly, about two weeks later I got an email saying the event had been cancelled due to lack of numbers. Remember, it’s not about you. It’s about finding the best way to solve your customer’s problem.

Most people are busy these days. It takes organising to free up time to go to a live event, and make sure the family is looked after. That’s not to say people don’t do this, but they need a compelling reason to be physically present.

Improving customer service and customer experience.

Convenience will win out over price so make it easy for your customers to say yes. Can they download your product when they’re ready to buy, even at 2 am? Do you need to meet them face-to-face or can you do business over the phone? What about recording live calls so they can access them at a later time?

Perhaps you could take a few of your products and package them together in a way that solves a specific problem for your customer. A great example of this would be a dog groomer. They could offer a flea treatment package that included a wash, groom, and a flea treatment product that is sold as a tablet or spot drops.

Another option could be to package together three, five or seven (odd numbers seem to work best) grooming sessions which when paid in full receives a discount.

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They could also create a maintenance package which contained a flea treatment shampoo, conditioner and brush so the customer could continue to look after their dog between visits. A good example of upselling a service to customers.

You’re only limited by your imagination. Start thinking about ways you can make your customers’ lives easier. Brainstorm ideas about what you could offer and ask your customers if they’d buy it if it was offered to them.

Packaging your products or services works on two levels. Firstly, it leverages your time and resources. Secondly, it makes it easier for customers to decide because it avoids them feeling overwhelmed. Why not try it today?

Leonie Hope

Leonie Hope is known as the Purpose, Passion and Profit Specialist, and founder of Inspired Life Paths. She’s also a speaker, author, and qualified NLP Coach. Leonie is passionate about empowering entrepreneurs and business owners to create a profitable, unique and authentic business that stands out from the crowd and makes a difference. She achieves this by interpreting the information found in your fingers and fingerprints.

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