Stop Doing This to Your Customers
Jun 11, 2024Today, Shannon dives into optimizing customer experience—a crucial aspect for boosting revenue that many business owners often overlook. Drawing on her extensive customer service background, Shannon shares actionable insights to help businesses create loyal, repeat clients through exceptional service.
One major pain point she highlights is the lack of a streamlined proposal process. Shannon emphasizes the importance of having a clear sales pipeline that guides customers effortlessly from inquiry to purchase. The moment of highest enthusiasm for a buyer is right after a sales call when they've expressed interest in your services. Capitalize on this by swiftly sending out proposals, invoices, or next steps. Delays can dampen the customer's excitement and make them look elsewhere. "I am the most enthusiastic as a buyer right after hanging up the call," Shannon says. "If you're not excited to work with me, why should I be?" Rapid and efficient follow-up aligns your energy with that of your customer, forging a stronger connection and closing sales faster.
Website navigation is another crucial aspect Shannon addresses. Nothing frustrates potential customers more than a convoluted website. Essential information like business hours and menus should be readily accessible. "Opening up a restaurant's website and seeing 'about us,' 'our history'—so cool, but let me get there after I've decided that there's something on the menu I want to order," Shannon notes. Streamlining your website reduces barriers to purchase, making it easy for customers to find what they need without unnecessary clicks. For service providers, a clear "work with us" or "book now" button simplifies decision-making, reducing the chances of losing a sale due to navigation issues.
Collecting data from your customers is crucial, but what you do with that data truly matters. Shannon highlights the common mistake of asking for information and then failing to leverage it. "If you're going to ask me for my website, go to my website. If you're going to ask me what I do, read it and refer to it in our conversation," she says. The frustration of repeating information can erode trust between a business and its customer. By utilizing the data you collect, you show customers that you value their time and are genuinely interested in meeting their needs. A salesperson who refers to specifics from a customer's initial inquiry form during a follow-up call can set your business apart from the competition and build stronger customer relationships.
Shannon wraps up by emphasizing the importance of making customers feel valued. Whether it’s remembering details about their personal life or recalling specific preferences, these small touches significantly enhance the customer experience. "It's kind of nice to have someone recall something you said because it shows trust and respect," Shannon points out.
Enhancing the customer experience isn't about grand gestures but making each interaction straightforward and meaningful. From providing clear and timely proposals to simplifying website navigation and effectively using customer information, these enhancements can set your business apart. Exceptional customer service can be your most powerful differentiator in a crowded market.
What you'll hear in this episode:
04:44 Respond promptly to customer interest or risk loss.
09:28 Businesses not reading collected customer information, causing frustration.
10:29 Frustration with repeating personal information at appointments.
If you like this episode, check out:
How to Integrate Business Development Into Habits
Investing in Businesses - What You Need to Know
Pricing Blunders That Could Cost You Thousands
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