Issue link: https://read.dmtmag.com/i/202668
will see that this approach really works, and everyone will want to take part." Think about it like this: The difficult coworkers you encounter on a given workday are simply people seeking service. "Being able to recognize and reconcile those situations internally is just as important as being able to recognize when a customer interaction has gone poorly," Kaufman said. "When service is coming from the inside, it's easier to step up your service on the outside. When that happens, everyone in the organization wins and the end result will be happier customers. Customer Retention Advice for Frontline Managers great listening and problem solving skills—and only people who possess them should be in contact with your customers. Assign responsibility based on each employee's core competencies. Know what your customers want. Client feedback is one of the keys to successful business. Knowing what customers think about your products and services and making improvements, perhaps based on their suggestions, should be part of your strategy. Also, don't underestimate the value of negative feedback. Letting clients know and see you are taking their thoughts into consideration shows you truly care and increases the chances they will stick around to see those improvements. recording purchases, tracking sales trends is vital to customer retention. This information helps you understand customers better and plan how to retain their business. Be there 24/7. It's all about presence. Whether using social media, email or phone, organize your team so they can answer customer questions or requests. Audit customer experience. Lastly, put yourself in your customers' position and make a list of all the ways their overall experience with you could be more satisfying. Cater to your customers in ways that will make their lives easier, and they'll reward you with repeated store visits. Achieving customer satisfaction that keeps clients coming back entails much more than selling a good product or service or having a good sales process. Brandon Balsley, a Sage North America small business technology observer, offers these tips business owners can share with their sales managers. Connect without overwhelming. This article was printed in An important aspect of keeping Convenience Store News. your customers is reminding them John Lofstock is the Editor-inyou are there when they need you. Chief and Group Editorial Director Keep in touch periodically when for Convenience Store News. you have relevant news for them, www.csdecisions.com just don't overdo it. Product updates, deals, improvements, and helpful tips for using your products in new ways are several types of ANOP IE S OOF S Y S TE M S applicable news. If you don't already have these materials, consider developing a content marketing plan to support their development. Only put your best people on the front line. Let's face it, not everyone is well-suited to interact with customers and provide great service. Unique personality traits are required—positive attitudes, Track, track and track. Whether it's through an automated loyalty program or manually Your business is nothing without its customers. Whether you provide products or services, you won't survive unless individuals or other businesses keep interested in your offerings and want to pay for them. In a difficult economy, your employees fight a constant battle with competitors for new customers and to retain current clients, which itself has become a critical aspect of sustaining business. C R 1.888.302.1385 201 Patricia Street Suite A Hueytown, AL 35023 Fax 1.205.491.4225 ccanopy@bellsouth.net Oil Prophets 25