17 Customer Service Tips for 2017 Carlo Pignataro

www.carlopignataro.com

#1 Don’t call it Customer Service..but CLIENT EXPERIENCEinstead.

You aim not to serve yourclients, but rather to makethem live a remarkable andmemorable experience.

A focus on the words “clientexperience” will make it easierfor you and your team to putyourself in the shoes of yourclients and to come up withideas that will appeal to yourclients’ taste, rather thanyours.

#2 Listen

Don’t just hear to what your clients are saying, but get physically engaged and make them feel heard and understood.

Keep eye contact at all times, nod your head, listen carefully and encourage the client to speak more.

Take notes and when speaking, use the very keywords the client is using.

#3 Check

Make sure your client is happy throughout the service.

Regularly stop and ask them:“Are you Ok with….?“Are you happy with…?”..and so on.

#4 Show gratitudeThank your clients warmly.

Tell them how much of a pleasure it is for you to serve them.

Make them feel appreciated and important.

Ultimately, they pay your bills and feed your children, don’t ever forget it.

#5 Engage

Have your clients take part in the process as much as you can.

Personalisation is a winner.

Millennials in particular are used to interacting with peers and brands and want to feel they are part of something, rather than buying a ready-made product.

Ask for their opinion before you launch your next product and do it in person, using social media, wherever and whenever you can.

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#6 Trigger EmotionsWhatever your business is, you are dealing with human beings and human beings make decisions emotionally, even when they think they are not.

At the earliest opportunity, shift the conversation from business to kids, passions, hobbies, arts, literature or music to name but a few.

In your presentations, place images that trigger emotion; ensuring you connect emotionally with your clients by showing them that you have things in common, that you enjoy being around them, and that you are on their side. It’s essential that they feel they can relate to you.

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#7 Be confident

Clients value the service they receive only as much as they value and respect the service provider.

Be confident and charismatic and never arrogant.

Build your confidence upon knowledge, hard work and dedication.

#8 Surprise

You want to be remembered, don’t you?

Then give your clients something they don’t expect.

Do it consistently and your client base will become your fan base.

#9 Educate

Nurture the relationship you have with your clients.

Build rapport and add something valuable every step of the way.

Be ready to share new and fresh content with them and information they may find of particular interest.

Educate your clients and make them feel that the relationship they have with you will make them grow.

#10 Budget

Your clients’ happiness has a price, and you must be ready to pay it.

The Ritz-Carlton permits every employee (yes, every single employee) to invest up to $2,000 USD to make a client satisfied.

There is no wiser investment; happy clients are the best advertisement you can get and in the long run, the most cost effective.

#11 Work hard

No one likes lazy people.

Show your clients your commitment and your eagerness to serve them.

Stop staring at your phone (unless you’re talking to a client) in your work place and focus on the most precious resource for you: your clients.

#12 Don’t say NOThe word NO is a barrier, and a little (or big) electro-shock.

It’s the word our parents have been using throughout our childhood to refrain us from jumping from the window, or cooking ourselves alive in the oven.

The word NO is unconsciously associated to denial and refusal.

Rephrase the sentences needing a NO. Instead of “ that color is NOT available” you can say “This collection is available in blue and black. If you prefer red, I am pleased to show you another collection”

#13 Be consistent

Nothing kills a client’s love for a company (or a brand, or a service provider, or a customer service associate) more than getting great service today, and less than great service tomorrow.

#14 Be on time

If your business requires you to meet clients at a certain time, never ever be late.

Being late shows lack of interest, lack of respect, lack of time management and laziness.

#15 Return calls

Not returning calls seems to have become people’s favorite past time.

Be different.

Return every call.

#16 Be impeccable

With your words.

With your image.

With your work-ethic.

Always.

With everyone.

#17 Don’t be too apologeticAlthough you must show you’re on the client’s side (if they make reasonable requests or complaints), don’t show them you’re too sorry if any inconvenience occurs.

Not only will being too apologetic lower their perception of you, but it will show lack of control.

Just say “I’m sorry” and continue trying to solve the issue.

And since I like to exceed expectations, here are four more client experience tips for you.....

#18 Mirror your clients

Break the ice mirroring, or copying if you will, a few gestures, postures and keywords used by your clients as well as tone of voice.

Mirroring sends a subliminal and very powerful message: “I am like you”, and people like those who show similarities to themselves.

#19 Be ready to overcome objections

Clients want to have a say about what you are doing for them, and often they do it raising objections.

Be ready by planning the answer in advance (it’s called preparation and training).

First and foremost however, listen to the objection until the end (by letting a client say everything he wants to say before jumping on it with your answer).

Secondly, repeat the objection to make sure you have understood correctly so you don’t give a silly answer.

This will make the client feel heard and understood. More often than not, once the client feels heard, the objection is naturally overcome.

#20 Work on yourself

My favourite Jim Rohn quote is: “Work harder on yourself than you do on your job”.

Unleash your potential, be the person people want to do business with.

# 21 Train your team

Practice leads to perfection and you don’t want your team to practice with clients who are already expecting perfection.

Although training is the first expense companies cut off in times of slow business, it is actually the best investment they could make.

Check out www.carlopignataro.com to get in touch with me and discuss how I can help you create a memorable client experience for your high-end business.