Treating Your Clients Well
Give customers the service they want and watch your business thrive
Walt Disney said, “Do what you do so well that they will want to see it again and bring their friends.” You may not have a Disney-styled truck rental business but that doesn’t mean your customer service should be anything less than ideal.
Give your customers what they want and not what you think they need. This message should become clearer through your sales staff taking notice of what your clients want. Catering to your consumers’ needs is paramount; it’s often what differentiates a great business from a mediocre one. Which one do you want your company to be?
Here are a few tips on how to treat your clients right:
This is the first step to speaking consumers’ languages in terms of the services or products they require. We all know that when we walk into a company’s store or office, we are there to be heard and get what we need. Your job is to ensure you focus solely on your client and listen attentively to their requests.
If it’s positive, thank your clients for their interaction and show how much you value their opinion. If it’s not, make sure they explain why, also thank them for their feedback and take steps to correct the shortcomings, making sure it doesn’t happen again. By communicating with your customers on a regular basis you show them that you care about their opinions. By listening and acting, especially to negative feedback, you show that you care about your business.
Clients know your products and have come to trust your company. Continue to build this trust by keeping them updated on any changes to your service or products, or news on your company or industry. If you drastically change something about your services or products without informing your clients, you can create confusion, which can have a detrimental effect on your company.
Honesty is always the best policy, not because it’s the right thing to do, but because it works for you. Don’t tell clients one thing only for them to find out a different story about your company online. Be open and honest with them always, and they will reward you with their loyalty.
Maintain your products
Keep a firm hand on your product quality, particularly if you operate in the industrial sector and you hire out machinery. If you own a car and truck rental business or you lease out construction equipment, or any kind of machines, make sure they are in good working order before they leave your premises. Clients want nothing less than reliability and efficiency; and if you can provide it on a consistent level, your business will go from strength to strength.
Companies who treat their clients with respect, are inclined to retain their customer base. If your company has made a mistake; accept responsibility, offer an apology and correct the mistake as soon as you can. Going out of your way for your customer makes a lasting impression and improves your company’s credibility.
It’s become a common trend for business owners to disregard a consumer who they feel is too pushy or demanding. Never assume an unhappy client is just being difficult for the sake of it. If they have a point, accept it and engage them in a polite manner. If the client is being difficult, do your utmost to keep them happy, and remember, that even though you have an unhappy client on your hands, you can always turn them into a happy client.
Walt Disney’s success grew on the back of basic service excellence, which included these points. Given his legacy and ability to make children and adults happy, even long after his death, it’s hard to disagree with the man.
Get in touch with Truckworld Rentals today where clients and our equipment come first.