We all know that there is no business without a customer. Even the little shop on the corner can't function if it doesn't have that loyal customer who stops by, even once a month. And if this situation becomes routine, much of the credit goes to the main thing that any company should focus on: customer satisfaction.
When there is satisfaction, the customer is happy to return, recommends and makes a point of saying how worthwhile it is to buy from that company. It's very simple math, with no error. There are several surveys that confirm that out of 10 people, a customer speaks badly to 5, while they speak well to barely 2. Therefore, to reach the 100% satisfaction score, you have to put in a lot of effort and preparation.
Obviously, it's not that simple. After all, it's not the easiest task to please everyone. On the contrary, it borders on the impossible.
But that's what we have to think about every day. You have to set out to solve your customers' problems and needs in the best and most practical way possible. And, as difficult and strange as it may sound, it's not always about saying that the customer is always right. It's about making sure that the customer is going down the right path, even if you have to say "no", or listen to regrets, but know how to argue that a certain option may not be the best for the moment.
It's a daily effort that must be done with great care and affection. Perhaps starting from the main premise: don't do to your customers what you wouldn't want them to do to you. This small thought alone can bring about a great deal of improvement in service. After all, nobody likes to be poorly served, do they?
And good customer service is a 50% (for some, even more) guarantee of a satisfied customer. Aligned with a quality product/service, it's pure success. After all, a customer comes to you looking for a product or service, so there's no way not to focus on that, too.
And what conclusion have we come to?
More than just having a satisfied customer, you have a loyal customer who, as I said above, will refer you to their friend when they ask for a referral, who will buy from you again whenever they need your products or services. And in this way, everyone wins: the customer, satisfied with what was offered, and you, satisfied with yet another sale made.
Text by: Tânia Saad | CADA Communication Team
Contact: tania.saad@cadacomunicacao.com.br