We’ve heard it and probably said it repeatedly — the customer is always right. Listening to your customers is a great way to build relationships and create customer loyalty. The one thing we know about loyal customers is they are repeat customers who tell others about your business.
Customers, like everyone, are busy people. When they are comfortable enough with you to share their challenges, goals and concerns, that means they are in the relationship building phase. It is important to them, and your business, to actively listen to what they have to say.
Let’s explore five tips to actively listen to your customers.
- Pay attention.
Make sure you give your customer your full attention so you can acknowledge the concern. Make eye contact and realize that your body language speaks volumes. Try to avoid folded arms or excessive looking around and being distracted.
- Show that you are listening.
Smile and use body language, like an occasional nod, to show you are paying attention. Take notes if it is something of great detail like a ration. Make sure your posture is open and inviting, with your head up, shoulders back and your arms to your side and not crossed. Small comments like “yes” or “hmm” also note that you are listening.
- Provide feedback.
Ask questions to clarify any points of confusion or to clarify a particular point. If you need more information, ask for it when the customer is finished talking.
- Defer judgment.
Allow the customer to finish sharing his or her message with you. Interrupting will seem disrespectful and could lose a sale and a friendship
- Respond appropriately.
Treat the customer like you would want your mother treated — with respect and understanding. Be candid and honest with your response, and don’t make promises you can’t keep. If you don’t have an immediate answer, let them know. “I hear your concerns about XYZ. Let me talk to my distributor, ASM or another person, and I will get back to you within X days,” is always a good response. They should respect the time you have given them to hear your concerns and the time you are going to take to further investigate.
Listening to customers will help build trust, strengthen relationship and create loyalty. It also provides opportunities for cross selling and upselling. Did you have a customer come into your feedstore to buy cattle mineral and hear him also talk about the goats his wife recently bought? That sounds like a great opportunity to talk about DuraFerm® Goat Mineral.
Listening can take shape in multiple forms. Be present. Listen to your customers. Build their trust. Keep their business.