Floor covering dealers all have one thing in common, no matter their business size: their customers make their business! Providing great customer service doesn’t’ just make your clients happy, it makes them much more likely to give you glowing reviews. Having excellent customer service doesn’t mean that your business is perfect, but that whenever anything goes wrong that you are able to fix it to the customer’s satisfaction.
Building (Or Losing!) Trust With Reviews
Did you know that buyers require an average 40 online reviews before believing a business’s star rating is accurate? And that has increased from 34 in 2017. Additionally, it takes about 40 positive customer experiences to undo the damage of a single negative review. When a client has a bad experience, and you aren’t able to fix it, the negative review they can leave can be detrimental to your business.
You need to respond to negative feedback, as well as positive feedback in a timely manner. With RM5Star, you’ll be able to easily manage your online reputation. Plus, you can set up reminders to your happy customers to send you a review at specified times in your sales cycle.
A New Way To Promote Positive Customer Service
The way we shop and interact with businesses has changed dramatically in the last few years. From in-person relationship building to digital marketing, and in-home sales necessitated by the pandemic. Customers are much more likely to interact with your business digitally, rather than in person, so it’s important that your customer service meets the mark.
Without the benefit of in-person communication, your team can’t read the look on someone’s face or their body language. This prevents them from course-correcting in real time that they may have excelled at previously.
Now customers require your team to be responsive digitally. To help we’ve created RM Text Alert, to facilitate text messaging with your clients. We’ve found that text messaging with clients allows them to alert floor covering dealers to problems before they arise. This allows your team to fix the situation quickly, giving your client better customer service.
Customer Service Tips For The Digital Age
Having really great customer service for floor covering dealers requires your entire team to be on board. Everyone from the warehouse to the sales floor to the office need to know that excellent customer service is a priority for your business. Having the whole team on board sets you up for success! Other tips include:
- Ensure your staff is trained on new equipment. If your staff isn’t able to use new technology it can lead to problems for your customers, training is key for a good customer experience.
- Make sure your customers talk to the same team member. There is nothing more annoying than being bounced around to different people when you’re communicating with a business. Create a better experience for your customers by ensuring they speak to the same people every time – you can have a note in their file to expedite this.
- Understand the customers preferences. Some customers want to talk on the phone, or email, or text message. When you find out which mode of communication is the best fit for your customer, use that moving forward.
RollMaster Flooring Software is dedicated to helping make our clients business goals come true. Want to learn more about how our software works for your business? Sign up today for a free demo!← Blog