Service that Sticks: How to Turn Happy Customers into Lifelong Loyalty

What your customers say about your business is significantly more impactful than what you say about it. Word of mouth can go a long way in building trust, getting new clients, and maintaining steady success. When customers are happy with your service, they are more likely to keep coming back.

As such, it’s important to work on developing great customer service. The relationships that you build in business are more than transactional; they’re transformational. When your employees approach all customer interactions with care and respect, it is felt and seen throughout the community. As a part of their onboarding and continued development, teach your employees how to have professional and courteous conversations, especially when addressing a concern.

That does not mean that the customer is always right. In fact, the customer is wrong a lot of the time. However, it is the employee’s responsibility to maintain professionalism and take care of any problems that arise. If they are having a difficult time within a customer interaction, it may be necessary to include a supervisor or manager. Sometimes people just want to feel heard when making a complaint. Listening to their concerns and coming to a resolution that benefits both parties can turn an angry customer into a happy one.

Shortly after I started working at one of my previous jobs, there was a customer who was very upset with my department. As he was storming out of the business, he told anyone who would listen about how awful the department was and that they should not give us the time of day. He ended up coming back later that day, and I had the opportunity to talk to him and hear him out. He explained why he was upset, I apologized for his experience, and we, as a department, accepted responsibility for the part that we played in getting to this point. The simple act of listening to what he had to say and taking ownership for our mishaps helped put him at ease. He ended up apologizing for how he acted, and he became a loyal customer after that.

By establishing great customer service, you are directly working to build a positive reputation, customer loyalty, and sustainable business. It sets you apart in your industry. People want to give their business to people who treat them with respect and show genuine interest in them. When you work to maintain happy customers, you will see how far their loyalty can go.

-Meghan Slaughter