Want to Keep Customers? Keep Things Fair
The plight to keep and grow customer bases continues for businesses across industries. It’s never been a more important time, than in our current economy, to win and more importantly keep customers. But doing that takes a lot more than it did years ago. Today’s customer has so many choices at their fingertips and is so much more informed. You need to sell your product and service with value and with authenticity – otherwise they will call your bluff.
Sure no one will buy a cheap product with poor reviews, this is true. But even if your product and service is top notch, there are other factors that can sneak in and ruin customer trust just the same.
A recent Hospitality.net article looks at the reasons businesses should put their focus on fairness to ensure customers remain satisfied.
Understanding what fairness means is the first step.
It is more than offering the same thing to all customers, or putting them on hold for the same amount of time. It’s meeting customers at the level of fairness they want. Things like lowering call times because a competitor does a better job of it are the kind of “fair” practices that businesses should be striving for.
Customers set the bar today on how they want to be treated and what they will accept and tolerate. If another business is doing things better and with nicer reps on the phone, you’re already falling behind.
The Hospitality.net article also suggests businesses take the time to evaluate their operations and find ways to ensure fairness is always being demonstrated.
Do things like thank customers for their understanding, be empathetic to their experience and hear them out whenever complaints are made. It’s really the only way to have another shot in the future.
Edited by Alicia Young