Sometimes we get so stuck in doing all the things that make our businesses tick, we forget the most important ingredient to our businesses success - our customer's satisfaction. Follow these simple 6 steps to elevate your customer experience, and in doing so create a tribe of people who are more than happy to tell their friends of the great experience they had with your business. Remember people always remember how you made them feel.
Don't Make Your Customers Wait
Whether that be standing in line to gain entry, waiting for someone to answer the phone, or waiting for your attention. No-one likes to wait, especially when they are paying money for your service. Think about ways you can minimise customer wait times. For example if your customers need to check-in, why not automate that process. Instead of manually taking bookings over the phone,
get your customers to book directly online. Remember to always acknowledge when your customers have been waiting and always thank them for their patience.
The Two Metre Rule
Ever been to a great hotel where every staff member who makes eye contact with you, greets you? Remember how nice that felt to be acknowledged? Most good hotels use the two-meter principle. When a guest is within two metres, staff must greet them. Similarly, it is an important part of rapport building to acknowledge and greet every customer the same way. So if your head is down doing administration tasks when your customers are within two metres of you, perhaps its time to look at ways of automating some of those admin tasks, so you can spend more time with your customers.
Know Returning Customers Names
Once you've got the two-metre rule down pat, it's time to include your returning customers names when greeting them. This could sound easier than what it is, especially if your business has hundreds of returning customers.
While you may remember most of them, what about your reception staff? There are plenty of brain hacks like name association, or make it easy and look at software that displays your customer's names as they check-in!
Touch Base With Your Customers - With Regularity
Beyond the meet and greet and remembering their names, it's important to be proactive and have regular check-ups with your customers. To foster great relationships provide updates to their progress and listen to any of their concerns. Create reoccurring reminders in your calendar with topics to be covered, or look for a software program that schedules these reminders based on the last time you had a check-up with your customers.
Make It Easy For Your Customers To Transact With You
Provide your customers with the least line of resistance when transacting with your business. Look at offering automated payment options, give them the ability to self manage their transactions like, book, move, cancel, reschedule or create make-up bookings. If your business sells retail goods, look at ways of being able to charge for that drink when your customer has forgotten their wallet, Simple ways to remove administration from the conversations with your customers.
Meet New Customers At The Door
No-one likes being the new kid on the block. Make your new customers feel welcome and relieve them of any anxiety as soon as they arrive. Think of ways you can notify your reception staff of the arrival of new customers, and make sure they are greeted, welcomed and shown around. First impressions are everything. Look at software programs that flag new customers to reception staff so they are easily identified and welcomed accordingly.
UdioSystems cloud software is an efficient booking and management system for class-based businesses. Designed to maximise your customer's experience and minimise your administration time. Contact us to see how UdioSystems can help your business from as little as $100 per month.