The process of winning over a customer is very similar to a romantic courtship.
The initial step is to capture attention, since the first impression they take away from your brand will be fundamental for sparking that “spark”. Once contact is established, interaction takes center stage through the creation of rewarding experiences that sweeten the relationship. Communication, conflict resolution and the little details make up the day to day and strengthen the bond so that it lasts over time.
Do you remember whether you have ever switched your favorite brand of a given product or service for one that offers you more advantages? This situation, which often happens, teaches us that to keep the customer’s preference we must take care of specific aspects of the relationship, because current customers and those yet to come depend on them.
To win the hearts of your consumers, pay attention to these tips and build a solid, harmonious relationship.
Say “Hello” to the customer.
Whether in person or by phone, the customer must feel that first contact will always be pleasant. Convey that the company will always be at their disposal, so they feel safe and assisted. A smile, a greeting or a simple eye contact will make that first impression a key factor in the winning-over process.
Observe the details.
Keeping a record of the customer’s purchases and preferences can become an interesting tool for anticipating their needs, and offering them solutions before they ask. There is nothing better than hearing “that was exactly what I needed” just before closing a sale.
Offer excellent service.
A study by Be There, a company specialized in implementing Mystery Shopping programs, indicated that 72% of customers are lost through indifference or poor service. This situation becomes more delicate if we leave the consumer waiting forever on the phone or simply don’t provide the support required when they need it most.
Free sample.
A very useful strategy that always goes over well is offering a free sample or trial period. The consumer will get to know your product and, if it meets their expectations, will take the next step. Inform the customer of the product or service’s virtues and of how long they will have to check its qualities at no cost. Nobody will resist.
Keep your promises.
Promise kept, happy customer. Always honor your commitments on time and in the agreed way. If for some reason you cannot carry out the agreed action or delivery, contact the customer and explain the situation, always closing the conversation with a solution. Don’t forget to repeat your apologies for the inconvenience caused; it is a detail that creates a good image.
Clear language.
Always speak the same language as the customer. Remember that not everyone handles technical jargon, and that far from conveying a professional image it could confuse your interlocutor.
A sensory experience.
Sensory marketing works with colors, lights, smells, etc. By implementing it you can create a pleasant experience that leads to a sale. If you have an establishment, decorate it with attractive elements that catch the attention of your customers, and of those who are not yet customers.
Listen to and resolve complaints.
There is no worse publicity than an unhappy customer (with a smartphone in hand). Listening attentively and resolving the customer’s complaints is the best way to earn their trust. Talk with them and find out the cause of their discomfort, give an appropriate solution and, if possible, offer an additional gesture such as a gift or a complimentary service.
Share on social media.
Posting offers and valuable information, running giveaways and trivia, or answering comments will bring the user closer to your brand. Social media has replaced the traditional customer with fans or followers, those who are unconditional and willing to defend your brand as if it were their own.
Offer new solutions.
The new sparks curiosity. Diversify your offering based on your business line. Know your customer’s preferences and show them those new solutions that can make their business more productive.
Say “goodbye” to the customer.
The power of the word “thank you” when closing a sale is impressive: it opens doors, creates new friendships and can make the consumer come back again and again for kind service and a sincere smile.
Winning over the customer is work that requires a lot of creativity and “tact”. With these resources, getting the customer to fall at your feet will not be complicated; it is just a matter of daring to make a difference and winning their heart.
If you are looking to win over your customers and build lasting relationships, I recommend you consider working with a public relations agency.
Remember: Public relations is a long-term investment, but the benefits can be enormous. A public relations agency can help you build a solid base of loyal customers who will drive your business’s success.
