- Communication With Customers is Suffering
- Expectations Start From Within
- Educating Employees to Create a Customer-Centric Company
- Don't Ignore Customer Complaints & Questions
- Proper Interactions Are Hugely Beneficial to Both You & The Customer
- Customer's Need to Be Heard & Valued
- Establish & Practice Your Company's Values
1. Communication With Customers Is SufferingCommunication is developing at an alarming rate uniting people from all over the world. The problem with this is, communicating face to face or by phone is becoming a monumental disaster as people lose their 'people skills' for lack of a better phrase. The future of correspondence is rapidly becoming embedded by means of social media. Generationally, times have changed, especially with the Millennial generation. This is one factor in the moving industry that is difficult, but customer service and the value of it seems to have been lost in many companies today.
Consistent customer service from beginning to end, from every employee, should be established throughout any professional moving company. All employees are a reflection of your company values, ethics, and service. Effective and consistent communication will increase your profit and promote a customer centric environment. In addition, it's important to take customers feedback, regardless if negative. Every interaction is an opportunity to communicate with the customer in order to establish trust. These are some way in which you can improve communication and consequently, customer satisfaction as well.
2. Expectations Start From WithinDeveloping a stronger cultivation of customer satisfaction is fundamentally rooted in a lack of communication or a miscommunication of the entire moving process. From attaining an estimate to the delivery of one's belongings, a customer's experience should be consistent from beginning to end. To become or remain a reputable company then you should first address this issue with your employees to create an overall and corresponding understanding of customer communication.
Customer's no longer call for customer service, they expect you to call them with details, updates, and any additional fees. It's critical for any business to be synonymous in their understanding of customer's and their needs. This includes addressing and distinguishing guidelines to foster communicative goals that, with effective leadership, will allow your employees to feel confident.
3. Educating Employees to Create a Customer Centric CompanyIf you're a business that's suffering from lack of customer satisfaction, it's important for all employees to understand and resolve customer issues. If you are a business owner or you plan on starting your own moving company, it starts with management taking accountability. Be aware of the way you and your employees interact with customers and try to make an objective assessment of their characteristic traits with customers while also finding areas of improvement to achieve successful communication. Understanding where lack of communication is coming from will give you insight to the behaviors you want to promote. As a leader, it is your job to establish expectations in regards to communicating with customers. It is your job to provide them with the tools they need to be successful. It is important to remember that although you are familiar with this industry, customer's are not and they need guidance in understanding paperwork and terms that are commonly used.
4. Don't Ignore Customer's Complaints & QuestionsUnfortunately, customers are much more likely to publicly share a negative experience these days. Although many businesses like to treat dissatisfied customers as a problem, they should take advantage of this experience and develop it into a potential relationship. Many times customers wait until they are extremely angry to call in and speak with anyone to help fix the issue. The saying 'killing them with kindness' is exactly what companies should be aiming at, whereas many customers have been complaining that their moving companies won't even take their calls. This is the exact opposite of how to properly come to a solution. Let the customer communicate their frustrations and needs and offer any type of resolution that they see fit and is legal, of course. Many customers calling in simply need advice on what to do with their moving company as well, which is the perfect time to a lasting relationship. Your staff should be able to answer questions as well.
5. Positive Interactions Are Hugely Beneficial to Both You & The CustomerTo break this down, in order for the customer to feel heard, you need to do just that, listen! Many times customers just want someone to accept their frustrations, but before jumping to a solution, let them speak. The way in which you communicate with the customer should never be defensive, this only escalates whatever the problem is to another level. Take advantage of every dissatisfied customer by addressing them or any questions they might have. This means either by phone, email or on social media. The longer you wait to reach out to a customer, the more likely they are to associate your company with a bad experience, potentially resulting in negative reviews. In addition, it can be helpful in understanding any errors, miscommunications, or by giving you some insight on any technical or internal issues your company may be having.
6. Customer's Need to Be Heard & ValuedWe are all people and sometimes people make mistakes. In the moving industry sometimes things get broken, lost, or damaged. All problems can't be solved, but how far you go to communicate and accommodate their inconvenience can make a monumental difference in changing a customer's view of your company. The goal should be to go beyond the customer's expectations, which again, is rooted in the fundamental issue of communication. Taking extra customer feels heard, respected and in control. This will make them feel justified, understood, and above all, valued.
Without special attention, issues will define a customer's experience that they are likely to publicly display. The value of employee empathy is clearly defined through their tone and rhetoric. How businesses handle such factors will determine the impact of your business, the customer's experience, and distinguish you from the competition. Building a relationship founded on trust can improve customer experience and the likelihood of them writing a nice review. Listening to feedback should be seen as an opportunity.