Our customers might come us for help in times of frustration, or even crisis, and it’s sometimes challenging to identify their issues to start solving them. But being open and transparent with customers can go a long way, and that vulnerability between you and a customer can help mitigate conflict and get them the help they need.
If we don’t know the answer to a question, we be honest, and let them know we will asking someone who will know the answer. If we have to put them on hold, we tell them why. Keeping lines of communication open and being fully transparent will (hopefully) be appreciated by our customers and help us form a more trusting relationship.
When companies create products that help people solve real problems, it’s easy to help them derive value and understand the benefits. A goal of customer success is to help customers get the most out of their purchases (thereby preventing customer turnover), so if you’re on a call and a customer is giving signals that they’re leaning toward cancellation or nonrenewal, try this: Instead of being reactive, try talking to your customer about the problems they want to solve, and show them how your product can help.
Better yet, be proactive in your approach to customer success. Constantly think about what your customers want, and proactively suggest ways your customers can maximize the impact of their purchase to achieve their goals. Always try to think back to the “why” of your customer — why did they purchase? What did they want to achieve? Then, refer to their challenges and goals to inform your conversations.
We learn a lot from feedback from your first customers, and going the extra mile to keep them will make them advocates you can activate for quotes, testimonials, interviews, social media campaigns, and, of course, referring future customers.
Customer service shouldn’t just be a department, it should be the entire company DLH Technology.