Everyone knows that the customer is always right. A not because they are indeed right, but because they pay. If they are giving you money, then they have the power. You need money for your business, is oxygen. So clients are always right, period.
Now It can take years to build a brand and a reputation and only a few negative clients to destroy it. So let be very careful when it comes to customer service and know what they want and how to treat them. Remember that at the end of the day you are selling to humans, so you better understand how they work and what they want.
Also, I will explain in this video why is so important to build this customer mindset service, it will make you the leader in your industry in the long run.
So let’s get started.
1.- Understand who your client is
This means creating an ideal client avatar. There are many types of clients and remember that rich and poor people have different problems. You cannot prospect and speak the same way to these people. BY understanding who your ideal client is, you know what do they want, what are their fears, what keeps them up at night, what are their demographics and income level. You know them better than they know themselves, in this case, you can create a plan.
2.- Buy with emotion and justify with logic
People are emotional creatures. The best way to build this customer service approach is by selling that emotion. If you own a hair salon, you sell a nice experience, not hair treatments. Or if you own a restaurant, people who there to get distracted of their problems, help them achieve that. People want pleasure, comfort, power, control, short happiness, excitement. what kind of emotion does your business bring them?
3.- You control them by letting them control it
Make people feel like they control the buying process, that they lead and you follow. You are controlling them, but they won’t know that. People love to buy but hate to be sold. If they perceive that you are pushing them they will not buy. When you force them to look at something or to do a certain action, they will run away and not because they don’t need you but because they lost control.
4.- Give something for free
People want to feel like they were smart buyers and justify that nonsense shop with logic. The way they do that is by saying it was a bargain, or 2X1, or they got free samples. That it had 60% discount. Give more value away for free. The goal here is to make the customer feel like they are getting more value out of what they are paying. If for example they bought an expensive meal, but they weren’t satisfied and were still hungry. Then they won’t recommend you, they got robbed. They gave away more money and received nothing. If you make them feel like they are smart buyers, they will keep coming back.
5.- Build a long term relationship
The secret in conquering a market is to know that people who already bought from you in the past and had a good experience will continue to do so. It’s easier to convert someone who is already your client than someone new. Now building this long-term relationship is the best thing you can do. Because first, you will have long-term loyal fans, second they will recommend you to their friends. And believe me, this is gold. Look people buy from who they like and trust. They buy from friends, now if their friend is recommending you, then you are a friend. People have a hard time trusting strangers.
The goal here is to understand that customers are people, not money symbols. That if you learn how to treat them with respect and be honest with them they will stay loyal to you. Most companies hit hard on people, annoy them, and just want their money from them, people know that and will easily run away with your competition.