In our last blog, we posed the question – do you make it hard for potential customers to do business with you?
It’s not our style to pose these tough questions + not give you some ideas of how to answer them or how to avoid them, so here goes!
This week, we’re sharing our top 3 things not to do when dealing with new customers.
DON’T ASSUME YOU KNOW HOW VALUABLE THE CUSTOMER IS BY THEIR FIRST ENQUIRY
Treat all customers as if they are your next #1 customer, regardless of their enquiry or question.
As customers, we make our minds up about businesses by the way they treat us + the way they make us feel.
We also tend to enter relationships with new businesses with trepidation. That is, we spend a little + see how we go, then we spend a little more, + then a little more again.
“Just because someone is looking to spend a small amount with you, or looking to buy your lead-in product, doesn’t mean they don’t have the propensity to spend up big in the future.”
They might actually buy your lead-in product often, or upgrade to another product later, or be open to buying packages of products – depending on their relationship with you.
They may also have lots of friends who will do the same.
You just never know.
Keep this in the back of your mind at all times + you can’t go wrong – treat every customer as your number one!
If I reach out to three businesses + you’re the most helpful but you’re $10 more expensive than the others, I’m still going to buy from you in most cases.
Not only that, I’ll remember you as the one that was the most helpful, that gave me the time I needed, that cared about my outcome + solving my problem.
You’ll always stand out above the others.
DON’T ASSUME THEY’LL WAIT FOR YOU
When a customer reaches out to you, respond to them – immediately.
As customers, we expect some sort of response from suppliers immediately. It’s just the way we are these days (impatient, anyone?!).
We don’t expect an immediate, personal response, but we expect something – so be sure to communicate with your customer immediately.
Automation is fine in this instance. Absolutely fine.
Just let them know you’ll get back to them (in a specific timeframe + no more than 24 hours) + that they are important to you.
Customers want to be acknowledged; they want to know that you’re there + that you care.
Whether it’s a simple automated email response or an online form or even a voicemail message – you can add a little more personality + realness to this automated process by doing something like telling them WHY you can’t answer their query right now…
… something like –
“We’re sorry we can’t respond right now, we’re busy delivering our fresh fruit + vege to our beloved customers, but we’ll get right back to you as soon as we’re done delivering – + definitely today!”.
This message, albeit automated, says to your customer ‘I see you. You matter to me.’
+ because you’ve acknowledged them, guess what – they’ll wait for you.
By acknowledging their contact, you’ve engaged in a conversation + created an initial connection that tells them that you care.
There’s power in that, we promise.
TIP – make sure you DO get back to them in the timeframe that you’ve promised, or all your effort has been wasted, the trust will be lost + they’ll move on to someone else.
DON’T ASSUME YOUR SYSTEMS + PROCESSES WORK FOR YOUR CUSTOMERS, JUST BECAUSE THEY WORK FOR YOU
Make sure your systems + processes are customer-friendly, taking into consideration their journey + where you fit within their day.
As customers, we have our own agendas + priorities + we expect that the businesses we deal with will have some respect + acknowledgment of that fact.
An automated email that says you’ll get back to them within 24-48 hours might buy you some time, but for say, a busy business customer that has an urgent need, it just won’t wash.
Think about who your customer is, what they need + when, + then structure your systems around that.
“It’s the little things that can help here – a simple quick tick list of things they should think about when buying a product like yours can help them + keep them engaged until you can get back to them.”
It’s these things that will have them waiting to hear back from you, that will stop them bypassing you + buying from someone else before you’ve had a chance to engage properly.
Put yourself in the customer’s shoes + you can’t go wrong.
So there you go, there’s our top three things NOT to do when dealing with new customers! We hope you’ve found them helpful. Drop us a line with your thoughts.
+ remember, when a customer reaches out to you, make sure you reach right back as soon as you can, with your personality showing + with open arms.
Because they’ve done all the hard work up to this point + now – it’s up to you.