Seven ways to keep customers happy and cash flow healthy

In this piece, in association with Barclaycard, we look at a number of key considerations to take into account when keeping customers content.

Here, in association with Barclaycard, which has helped people buy and sell for over 50 years, we look at a number of key considerations to take into account when keeping customers content.

Customer satisfaction is the lifeblood of a business. By keeping your consumers pleased, you can boost your chances of loyalty, repurchase intentions, and positive reviews. However, following Britain’s decision to leave the European Union back in June, customers have been looking for clarity on how the vote affects their everyday life. Therefore, the need to reassure consumers about costs and levels of service, and instil confidence within them has never been more necessary.

Here, we present seven ways in which SMEs can deliver a fulfilling service and retain those highly valued consumers:

1. Keep costs competitive

Observing what your competitors are doing is not only a useful performance indicator for your own business, but it can help inform how to price your products and services. Remember, underselling can be as detrimental as overselling yourself, but if your customers are getting a superior service then they may well be willing to pay that little bit extra.

2. Stay up to date on industry affairs

Knowledge is power; so when it comes to the latest developments and innovations in your industry, ensure you’re abreast on such news. This can prepare you for a bulk of eventualities and enable you to provide solutions to your customers.

3. Make strong, personal relationships

Never let a good relationship turn sour, especially if your consumer is accustomed to a particular level of service. So, if a key contact moves on or changes roles make the transition as seamless as possible by providing a personalised handover for the customer. Similarly, if a relationship isn’t working make the move to introduce them to a colleague who is more suited.

4. Remember that little quality control goes a long way

Before anything makes its way to your customer, ensure that it has been checked by a number of team members. Taking shortcuts is a fast-track way to making mistakes or providing a substandard service, neither of which makes for good feeling toward your brand. Going the extra mile with quality can build you a positive reputation for care and passion.

5. Ensure your project management is seamless

Unexpected invoices and missed deadlines can leave a bad taste in the customer’s mouth. To prevent these from happening, keep your internal processes clear and simple. However, sometimes delays and unexpected issues can inevitably arise; if this happens, be sure to remain transparent and vocal with your customer so they’re not kept in the dark.

6. Make communication a priority

Keeping customers content is often as simple as providing them with a quick email update or call about their product or service. If there’s going to be a delay, people would prefer to be in the know. Staying vocal can make all the difference when it comes to your consumers making recommendations for top-quality customer service.

7. Keep customer service consistent

If something’s gone awry and you have the potential of an unhappy customer on your hands, take immediate action to remedy it by getting all the facts and offering an explanation and apology. Once people have their concerns and issues listened to, they’ll be a lot happier to accept a delay or change in plans.

For more small business guidance, case studies and insight, visit the Barclaycard Business newsroom here.

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