A positive outlook can make a difficult situation more navigable. This “rule” is applicable for almost everyone, including business owners seeking to improve customer relations. In an age in which a negative experience can be posted on social media within seconds, it is vital that businesses learn how to manage interactions in a positive way.
It is impossible for a business to please 100 percent of its customers 100 percent of the time. Even in a situation in which a customer is not pleased with an outcome, a positive interaction with customer service can lead to a continued relationship with a company. An overall positive attitude shared by both employees and management can have a long-term impact on the growth of a business. Some of the ways to encourage a positive environment in your business include:
Make a good first impression: A cheerful greeting can have a major impact. When a customer walks into your store, calls your office or interacts with an employee, the customer should always be greeted professionally and politely. The first impression will set the tone for the individual’s entire relationship with your company and can encourage a repeat visit.
Remain professional: Depending on the type of business, you and your employees may be dealing with sensitive client information. Occasionally, a customer may willingly offer personal details about his or her life. In these cases, it can be hard to maintain decorum in the customer relationship, but it is vital that you do so. The ability to professionally and positively navigate through awkward situations is a requirement for a successful business.
Maintain the relationship: How will your clients or customers know that they are important unless you show them? Demonstrate that they are valuable by meeting their needs, going the extra mile or offering special services to repeat customers. Deliberate, continued contact sends a positive message about your business.
Treat employees well: This goes without saying, but employees who are treated well will, in turn, treat clients and customers well. A positive work environment will have a “trickle down” effect on the customers who patronize your business. Talk to your employees and find out how you can help them become more positive. Not only will this make them feel valued, but you may learn things about your business that you never knew.
Consider all types of feedback: Neither the best, nor the worst, feedback should be the measuring stick of how your business is doing. It is important to consider all types of feedback, both good and bad, when determining how to turn around poor or average customer experiences. Again, a positive attitude can sometimes turn a customer who had a negative experience initially into a satisfied repeat customer. In fact, it may be appropriate to ask your customers, “How can I make this a positive experience for you?”
Having a positive attitude is simple, yet it is a step that is often overlooked in favor of more complicated marketing schemes and business plans. Consider how a smile and a helpful attitude can open up positive communication with your clients, which can increase your profitability.