This post is by Sarah Kouse; Project Manager at SafeSourcing.
When you think about any type of customer service, you usually just remember your bad experiences and really great experiences. Anything that is considered expected just seems to slip through the cracks without being thought twice about.
So, how do you stand out to be that company that everyone remembers and talks about? I’m going to discuss two steps that, if you follow, you will have a very satisfied customer/client that keeps coming back to you and also refers you to others as well.
Going Above and Beyond: Giving a customer more than what’s expected or out of the norm is always something that will be remembered. Another way to go above and beyond is overachieving. For example, if a customer requests a document by a specific date, shoot for a date that is prior to that deadline, this will show you’re engaged and committed to exceed their expectations.
Good Communication: Make yourself readily available at all times, even if it is after hours. This shows that you are committed to get the job done and make the customer happy. Keep the customers or clients up to date and always in the loop with any information needed or requested. By being proactive with your communication, the customer will not have to continually chase you down for information or updates.
Customer Frame of Mind: The number one key to creating a happy customer is by placing yourself in their shoes. Continually think, “If this was my decision to make, what information would I need? What details would I need to know about a new vendor? What are the missing pieces I would need to award this business?”, and then get those things.
Creating an Overall Memorable Experience: If the above steps are followed, you will have a very happy customer. They will understand that you went outside the expected services to make sure they had a very painless and positive experience. They will remember the experience and want to share their experiences with others.
For all of your procurement needs, please contact a SafeSourcing Customer Service Representative for a great customer service experience. A service that is more than just what’s expected and that you will want to share with all of your family, friends, and/or colleagues.
We look forward to your comments.