Time is money, as all business owners know as a rule-of-thumb. Time also has a direct impact on your reputation among your customers and, thereby, on your revenue. How so, you ask? Simple.
Customers expect a quick response, special attention and for you to have all the information on hand whenever they decide to call. Here are pointers on how to keep up with your customers and stay on top of your game.
One Place All the Time
Have all your notes in one place and, more importantly, accessible at all times. Yes, laptops can be taken with you, but it’s not convenient for accessing data quickly when on-the-go. Better to have it on your mobile. Also, make sure it is neatly organized and convenient. You need to be able to find the information you need within seconds.
Make sure you know details about each and every customer. Who is their spouse? What do they like? How was their mom’s birthday party last week? Everyone wants to feel special. As for where to store these details for quick access, see above. You need to know these bits of information the minute you answer your phone.
Get in the habit of responding to emails and missed calls immediately. If it is not possible, then set aside two or three times during the day for doing so. Your customers will get in the habit of knowing when you are available and when to expect a response – preferably the same day.
Provide Superstar Service
There will always be a time when something doesn’t go quite right. Have a system in place to deal with problems when they arise – a process already laid out to help you solve them quickly and effectively. Make sure your customers understand that they are important to you and you will take good care of them. Besides solving your customers’ problems quickly, without wasting a lot time, you will be gaining customer loyalty. It’s a win-win solution!
Take the Time
More often than not, it’s better to do things efficiently as well as effectively. But there are times when you will need to spend extra time to take care of someone. Time is money. But customer happiness, or unhappiness, is also affecting your revenue. So, keep in mind that not all time-savers are the best solution. A little extra time spent on making sure your customer is getting exactly what they want can be a huge benefactor by creating a loyal customer, getting good references, and gaining potential future revenue from existing business.
The real conclusion here is to have a very clear-cut CRM tool that will be available at all times (i.e. mobile) and create good habits that are centered on taking care of your customers. Remember, 80% of your revenues are coming from existing business (Gartner Group) and a 5% increase in customer retention can increase a company’s profitability by an average of 70% (Bain and Co.).
Use your time wisely and focus on retaining your existing business. Be both efficient AND effective. Take these 5 points to heart and you will be amazed at how these simple concepts can make your time work for you – by winning over your customers and winning repeat business.