Every successful MSP business has a loyal following of customers who will always keep coming back. Such customers will also be active in bringing in new clients through the word-of-mouth, which is particularly effective in this era of social media marketing. However, a poor customer service can lead to mass exodus to a rival business. According to a report by RightNow, a consumer research organization, 89% of customers will shift to a competitor due to a bad customer experience. The following tips could help you build a good relationship with your customers to develop an almost fanatical following that will give you a valuable competitive edge:
1. Never Compromise on Quality
Customers came to love your business because you provided quality service or product. Any hint that the quality has diminished could lead to questions about your integrity. Eighty percent of companies that have a loyal customer base have built it around the quality of their product. Consumers will even be willing to pay extra to ensure that they get the same quality that you always guarantee. In contrast, an unsatisfied customer could damage your reputation and reduce your competitive edge.
2. Treat Your Customers with Respect
Sometimes customers might appear arrogant and rude to your employees. You and your workers, unfortunately, do not have the luxury of being rude to your clients. It does not matter who started being discourteous. You should always treat customers with respect even if they do not reciprocate. A positive reaction could calm down an angry customer while any sign of disrespect from a client could cause an acrimonious relation. Any perception of disrespect by a customer could ruin the reputation of your business, as the customer could tell others. A customer who feels respected, on the other hand, could help build your reputation and attract more clients by giving positive reviews.
3. Listen to Your Customers
Customer feedback is a valuable resource that every MSP business owner should utilize. It is easy to get distracted trying to impress your customers by how much you know in your field. However, if you cannot satisfy the needs of your customers, you are not efficient. Listening to what the customer wants could help you avoid a backlash and possible loss of business. You could obtain valuable feedback from surveys, focus groups, social media, and point of sale, observation, emails, and communities.
4. Interact with Customers Genuinely
Social media has intensified interaction between businesses and their customers. As a result, some business owners have tried to utilize this excellent resource to acquire customers. To maximize the power of the social media, you should always strive to be genuine. The credibility of your brand and the product you offer will rely on the perception that customers have of you. Ensure you have a human customer care professional to answer to queries and give the clients a human experience.
5. Establish Effective Communication
Human relationships revolve around a clear understanding between the parties involved. You and your customers will be able to understand each other if you open a clear channel of communication. They should know that you are listening to their requests and working on delivering them to the best of your ability. In this way, your customers will feel valued as a partner. Complete transparency will make your customers develop trust in your efforts to satisfy their needs. One way to build trust is to communicate any change— whether positive or negative— on your product or terms of service.
8. Keep Your Word
Customers will value doing business with you if you can guarantee whatever you put forward. Disappointment can quickly transform into mistrust if you make promises that you cannot honor. Reliability could make a service provider stand out from the rest of the competition despite the fact that could be offering the same service.
Many customers are often undecided on whether to deal with one MSP business instead of another. You could help them make that choice by giving them an unforgettable customer experience that will make them have no need to consider your competitors.