Customers fear the unknown. Their minds swirl with doubt as they go through the buying process and if they aren’t able to collect enough good information in the process, they may even have “buyer’s remorse” after the fact. They are assailed by questions such as: Are you cheating them? Giving them a faulty product? Will your repair hold up over time?
We recently needed to get some plumbing repairs done around our home. We went with same company, ARS, that served us well before. Why did they get the repeat business? Three reasons:
- Pricing was clear and fixed up front. No surprises!
- They did a good job and fixed everything they promised.
- They explained everything along the way.
Your company’s performance on the last sale will dictate if there is another sale in the future. Consistency and reliability are key to fostering return customers.
With our latest plumbing repair, Ted the plumber explained what he was doing, showed me his work, answered my questions, and was patient. One of the things he fixed was a leaky faucet. To verify his repair, we sat and waited several minutes watching the faucet for signs of a leak. He took his time to validate his work, before assuming it was done.
Are you patient with your customers? Or do you rush on to the next task or customer? Ted the plumber was so good at what he did that his efficiency created the time he needed for good customer service and to verify his work was done properly.
The more transparent you can be with customers, the more they will trust you and be confident in your work or product. Be patient and take your time when necessary to not only verify quality but to tell the customer that you care enough to spend the extra time with them.