Do you believe in love at first sight? I’m not talking about romantic love. I’m talking about product love. That moment you catch sight of something that you have to have?
In 2018, love at first sight is rarer than ever. Every service and product has dozens of competitors, and consumers are only getting more financially conscious—becoming smarter shoppers. They want to learn more before committing.
Now, more than ever, love starts at hello.
The age of customer service is here.
In the United States, in particular, customer service is your superpower as a company. From sales to customer retention, roofing contractors to financial professionals, it’s that moment of “hello” that makes all the difference.
At Ruby, we talk a lot about the power of first impressions. And that’s where it starts. Your first impression kicks off what could be an incredibly positive, or frustrating, relationship with a potential customer. (Don’t believe us? See the stats!)
Of course, that’s just your first “hello.” Everything that follows is just as important. How your sales team, customer support, and receptionists interact with customers and potential customers defines your relationships.
Every interaction is a “hello”—an opportunity to blow their socks off and win them over.
Here are three reasons your “hello” is the key to the hearts of your audience.
1. Your “Hello” shows you care.
- Answer the phone when potential customers call?
- Respond to email timely and in a friendly voice?
- Support your customers throughout their entire lifecycle—from potential customer to long-time groupie?
If your answer to any of these questions is “no,” your customers probably don’t know you care about them. When there are hundreds of lawyers, dozens of HVAC professionals, and thousands of retailers to choose from… why would they choose your business?
According to a Walker study, by the year 2020, 86% of customers will pay more for a better customer experience.
On top of that, according to Invoca, 80% of customers said a positive phone experience is likely to make them a repeat customer.
Surveys say your customers (and potential customers) care about customer service. Do you?
2. Your “Hello” builds trust.
Once you’ve gotten past step one—earning a customer and showing you care—it’s time to start building real trust. You want your customers to be so in love with your brand that, if a cheaper option shows up knocking on their front door with roses in hand, they won’t answer.
Consumers want to work with or buy from companies they trust. It’s your responsibility, as a business trying to win their hearts, to prove to them that they can trust you with consistently excellent customer service.
3. Your “Hello” builds loyalty.
I’m extremely loyal to my plumber. Is he the cheapest? No. Is he the fastest? Still no. But my plumber is the nicest man I’ve ever met. When I called him because my kitchen faucet (completely unrelated to my bathroom remodel project) was leaking, he sat on the phone with me and gave me advice. I love my plumber.
You win their mind with your product and their heart with your service.
Any day, a product or service just as good as yours could come around. Competition is tough, and copy-cat businesses aren’t rare. Heck, I can find dozens of plumbers near me with a simple Google search.
But if you’ve won over their hearts, your customers will stick with you!