A Failsafe Guide To Preventing Customer Complaints

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Every business owner will be aware of the old adage, ‘the customer is always right.’ In a day and age when competition is par for the course across all industries, and client reviews play an increasingly integral role, customer service has never been more important. If you’re keen to preserve a 5-star rating, here’s a failsafe guide to keeping customer complaints at bay.

Customer engagement and communication

We all have experience of trying to contact a business as a consumer. The one thing that customers don’t want is to feel like they’re wasting time. Many of us live hectic lives, and people don’t have the time or the patience to hang around, waiting for you to get back to them. There’s nothing more frustrating than listening to the same jingle over and over again when a phone line is busy, or waiting for an email response to arrive to a query you submitted hours ago. As a company director, it pays to ensure you keep channels of communication open at all times and that it’s simple and stress-free to get in touch. If you don’t want to man phones 24-hours-a-day, investigate options like an answering service company or use online features like live chat and social media messaging. If you keep existing or potential customers waiting, or you don’t get back to them at all, there’s every chance that they will choose a competitor. 

Delivering on promises

Failing to deliver on a promise is the most common reason for customer complaints. If you offer a service, a buyer expects to pay their money and receive that product or service in line with the terms you laid out. If you run a store, for example, and you’ve promised next-day delivery, make sure you can dispatch and deliver that item on time. There may be times when delays occur, and the situation is beyond your control. In this case, contact your customer as soon as you become aware of any problems, offer an explanation, and provide a resolution. In this scenario, you could refund the delivery charge, arrange for the product to arrive the day after, and give the buyer a discount on the next purchase. If you fail to impress your customers with the service you offer, you run the risk of attracting negative attention, and this will put prospective clients off. Make sure you can fulfill every promise you make. 

Don’t forget about your loyal customers

One of the most pressing concerns for existing customers is that they get forgotten about. Competition is a driving force in business, and this often means that companies go all-out to sign up new clients and entice customers who haven’t decided which business to choose yet. It’s actually a lot easier to sell to existing clients, and if you continue to impress, word of mouth and positive reviews can also provide you with more customers. Reward loyalty and always ensure that your customers feel valued. 

It’s virtually impossible to please 100% of customers 100% of the time, but this should always be your aim. Social media and online reviews are so influential today, and this means that even one bad comment can dent your reputation. Take these handy tips on board to prevent customer complaints and retain an excellent rating.

Growing Your Business – Considerations You Should Make

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We live in an exciting age – we can grow out little homes business incredibly fast now. We have the ability to grow our customer base exponentially with the use of social media, newsletters, online advertisements, and of course, personal engagement. How do you go from one person behind a computer to a team? Once you are ready to take that step, you can visit us at prim-software.com to help you figure it out. 

But, how can you make changes in order to give yourself the best shot at growing?

Targeting

Many businesses will choose between targeting the market as a whole or target customers. You, however, will do both. While it is always prudent to know who your audience is in terms of:

  • Age
  • Location
  • Gender 
  • Income bracket
  • And how they access your point of sale (online)

You should always remember that there are more people you can turn into customers. It isn’t very often that a product will have a single demographic. So, consider this a challenge. Who else could use your products, and how will you market to them? Once you have an idea of who they are, you will be able to pin down the best medium to advertise to them in. 

Products

Your minimum viable product is going to be your workhorse. People purchase it, the sales continue to pour in, and the margins are pretty good. However, in order to really start making more sales, you are going to have to offer more products – eventually. So, think about what would complement your current offering. People like choice (but not too much choice because of that paradox of choice situation) and more than 2 or 3 options are usually better. 

The easiest way to work out what else you should be offering is simply by asking your current customers what they would like to see. You are trying to satisfy those who buy from you now and expand to those who don’t. 

Once you think you have something, ask again. You always need to focus on supply and demand. If your customers are demanding a new product, then work out how to make that happen. 

Sell, Again

If your customers have experienced excellent customer service from you, purchased with ease, had minimal complications and generally a good experience, they are much more likely to come back and buy again. You have all the information you need at your fingertips already. Where did they visit from? Twitter? Facebook? How long did they spend, and was what they purchased on offer? 

Identify a group of customers who have roughly the same pattern and create a mailout. In the mailing, put in items slightly different from what they purchased – and if you have the scope, provide a discount code too. 

Growth isn’t always a fast process, it takes dedication, some time investment, and research into who your current buyers are. But, once you use the analytics you have to their fullest, you can maximize your sales and performance of critical products.