How to Find Happy Returning Customers Always

PinExt How to Find Happy Returning Customers Always

Did you know that you can own a business and also be a customer desiring  excellent service?  You both should be demanding it too.   The key as a business is learning how to be your best. For some it is natural.  For others they don’t know how to be that amazing owner.  As I continue to write on this subject I will be sharing some tips that may help you get to that point.

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A Vet’s Monthly Customer

One customer well taken care of could be more valuable than $10,000 worth of advertising.
– Jim Rohn

Demands of a customer…
1.    Pay cheap
2.    Get fast service
3.    Expect some things for free

Let’s address each of the points above and walk away with some hardy “meat and potatoes” (although I don’t eat either) to chew on.

Is cheap really best…
Cheap is cheap! Not the best way to do business as people will not call you back if there is a problem on your service. They want it “now.” Today with things on the rise I believe prices of parts, services and materials will still go up.   So for a customer to expect to be delivered cheap as best type of service can mean trouble for the owner. If there is a problem and the customer has to run back to the job you need to return fast.  Cheap parts are cheap!  Most times they break fast.

The customer expects services they originally contacted for whether you charged them cheap or expensive prices.

Fast service…
When a customer has a problem they want it fixed and want you banging at their door now.  Some aren’t willing to pay for “fast” service, but there are those who are.  Go with those who are.  Leave behind the cheap ones for your cheap no competition business people. Bless those businesses who will work for lower charges.

Free loaders…
Let’s use this example of a broken refrigerator.  Some customers will call for a free estimate. So you use your time, money and energy to arrive and give them a price. Then they call the next service provider for that same thing.  In the meantime they keep calling businesses and get free estimates.  Are they thinking of the business person in business to make a profit, do a great job and leave?  No, they want the best deal and hire the cheapest contractor.

These examples can be in any business.

For some jobs like creating a website or adding a new roof these are understandable reasons to get a charge before hand, when possible.  To fix a sprinkler leak it is never known how long it will take before working on the problem. It may fix one problem and not an undetected one originally.   Don’t cut your  arm or leg off for people who expect to not pay for your value.  Sparkle where you plant your feet and let your sunshine give them confidence to remember your name to all.

Be your best…
Deliver what the customer pays for as a happy returning customer.  These may sound like over-simplified examples, but truly I have seen what I am saying work for me as a customer and owner.  For the owner, it is a win-win when you do business the right way.

Happy customers see the problem solved.  They forget the charge.  What they want is great service.  Sometimes you may have to hire help in your business but choose those who only meet your expectations.  They can increase your profits too. I believe you can have happy customers and keep them returning.  Operating a seasonal business for decades I know we have many happy long time customers. Some leave because of a move or cheaper rates.  I don’t believe better service they will find however.  I would hire us if I was a customer needing our services.

What Do You Think? 

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Carol Giambri is a business owner of a seasonal business and is a customer service strategist and consultant.  She has assisted amazing customers for decades. Carol values what she wants in her own customer service experiences.  As a writer, she plays with words, writes blog titles, taglines and product lines.  Additionally photography, eating healthy as vegan, photographer, gardening and dogs are close to her heart.

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PinExt How to Find Happy Returning Customers Always

{ 33 comments… read them below or add one }

Dawn Lanier September 12, 2012 at 4:54 pm

Nice post Carol, and you’re spot on. Customers do want and expect great service, whether they pay a penny or a dollar. Just like us, they want to feel respected and appreciated when they spend their money. Yes, some do want more for less, but I think most are looking for a fair exchange, which includes our service with a smile. When they get it, most are glad to return. Be your best is a great message. Thank you.

Elizabeth Corbin September 12, 2012 at 5:43 pm

You are so right; customers are very important. Without customers we don’t have a business, so we better treat them well!

Kerry Postel September 12, 2012 at 6:57 pm

Great post! Great information and a good reminder! Thanks

Sherie September 12, 2012 at 8:04 pm

Carol, such an excellent reminder of how important customer service is! Thank you!

Christiane Marshall September 12, 2012 at 10:22 pm

All so very true! The guys who put our roof on will never get our business again. Terrible customer service and they left shards of slate all over my yard, some sticking six inches straight into the ground with a sharp edge protruding! Grrr.

Suzanne Jones September 15, 2012 at 9:18 am

Love this Carol in fact had started writing my own post on value vs cost. I see both sides as a customer who always wanted something for cheap. Now in business, highly educated, I refuse to give myself away. The customer in my business needs to want it for them as much as I want it for them. When we pay, we have initiative and a reason to make it work. As for products that I wanted cheap, I always got what I paid for. It’s the rubbermaid vs tupperware scenario I always reflect on.
Love ya Carol, great job!

Elise Adams @CrazySisBiz.com September 15, 2012 at 10:40 am

You know, the customer service interaction someone gets when ‘calling around’ for an estimate can REALLY sway someone’s mind about whether to go with ‘cheapest’ or with the courteous and kind communication they receive during the estimate process! It is the first chance to create a good impression!

Carl Mason-Liebenberg September 18, 2012 at 12:20 pm

Great article Carol…love the part where you say…don’t cut your arm or leg off for those who expect not to pay for the value of your services…that is something I truly struggle with as my heart and passion is to help people live healthier, happier lives, but my goodness I do get hit hard and frequent for freebies…I’m learning to say no with the understanding that my time and my knowledge and my skill is as valuable as the ones they possess…It’s a battle but a must to learn and understand…accept and expect your value! :-)

Carol Giambri September 18, 2012 at 1:23 pm

Kerry, thanks for your comment.

Carol Giambri September 18, 2012 at 1:24 pm

Sherie, Agree. Customer Service is important, but the right one surely.

Carol Giambri September 18, 2012 at 1:24 pm

Christiane, Shame on a contractor who gets paid for a shabby job. I hope they don’t continue ripping others off with poor service.

Holly Jean September 18, 2012 at 1:45 pm

Carol – thanks for the great read! So many customers looks for the bottom price, but they really need to understand that they get what they pay for!

Edmund Lee September 19, 2012 at 5:08 am

It’s amazing how powerful 1 happy customer can be. It’s even more amazing if they’re a repeat customer who keeps coming back because they’re a happy satisfied customer! All great examples you provided here Carol. Thanks!

Sara Nickleberry September 19, 2012 at 9:33 am

Be your best is about the best advice there is. Thanks Carol!

Olga Hermans September 19, 2012 at 10:52 am

I love my subscribers and I love followers, especially those that really engage with me. I love to serve them, but there is that fine line, right?

Lorii Abela September 19, 2012 at 10:59 am

Great post about how important having great customer service is. Thanks for sharing, Carol.

Anastasiya Day September 19, 2012 at 12:02 pm

Carol, yes – Happy customers see the problem solved and the key as a business is learning how to be your best… Great post and I love the photo of your dog.

janis meredith/jbmthinks September 19, 2012 at 12:22 pm

I really wish more businesses would pick up on this. When you treat people good, they keep coming back! Some businesses have been so rude, it’s a wonder they stay in business!

Mandy Edwards September 19, 2012 at 4:06 pm

Great tips! People seem to always want something for nothing. if the customer service is out of this world, it will be good.

Jennifer September 26, 2012 at 4:10 am

Customer service can be such a tricky line to walk. Generally speaking, it works to give most people excellent service and there will be no problems. However, there are always going to be the few who will take advantage of you and push, push, push to get all they can for free. It’s important to realize when you have a completely unreasonable customer, and to have the courage to let that person go away unhappy when necessary.

Carol Giambri September 26, 2012 at 2:43 pm

Thanks Jennifer. I agree about customer service being tricky, but for me giving my best is all I can do.

Carol Giambri September 26, 2012 at 2:45 pm

Mandy, yes customers seem to want it all even if they paid for a discount.

Carol Giambri September 26, 2012 at 2:46 pm

Janis, I agree. More businesses need to recognize the value of a customer. Walmart I shall write about soon. It was not a customer service experience I would cuddle up too or boast on in person at their stores.

Carol Giambri September 26, 2012 at 2:48 pm

Anastasiya,
My dog is a great monthly customer to the vet. I do love her. Thanks for the comment about her. I’m a happy customer to them for the way they treat her–like their own. Now Walmart is a different animal and and they don’t make you feel the value like my vet does.

Carol Giambri September 26, 2012 at 2:49 pm

Lorii, thanks for customer service comment. Glad to share.

Carol Giambri September 26, 2012 at 2:49 pm

Olga,
For sure serving them the right way is the key to great business. They are truly the heartbeat of our business or we would have none.

Carol Giambri September 26, 2012 at 2:51 pm

Sara, thanks. Yes, be your best always.

Carol Giambri September 26, 2012 at 2:52 pm

Edmund, thanks for your comments and loving the examples. Customers have a dollar tag–negative or positive.

Carol Giambri September 26, 2012 at 2:54 pm

Holly, I’m not a bottom price girl in business because if I offer the bottom price it still requires the same care as the high paying client.

Carol Giambri October 17, 2012 at 12:35 pm

Elise,
Cheaper is never better to me. Cheap is still cheap especially when there is a problem. Thanks for sharing.

Carol Giambri October 17, 2012 at 12:36 pm

Suzanne,
Great analogy: Rubbermaid or Tupperware. Where’s the personal touch? I get the Tupperware model I buy always when I have those choices.

Carol Giambri October 17, 2012 at 12:36 pm

Elizabeth, Treat customers as we want to be treated. Simple right!

Carol Giambri October 17, 2012 at 12:37 pm

Dawn,
True, true. Service with a smile! Excellent point. I believe I give that over the phone as our #1 way of this industry methods vs. social media.

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