6 tips to get you customers excited the first time

1) Set reasonable expectations

Unless your service is truly exceptional in the market, don't present it as luxurious or exclusive. This will create false expectations and in most cases the customer will be disappointed. The same recommendation applies to goods. You should also pay attention to the delivery time quoted for product offers: don't be overly ambitious in estimating delivery times.

2) React quickly

You can make a great impression before the customer arrives! Just respond quickly to customer queries. In the experience of our customer care centre, people expect a response to their email within a few hours, or at the latest the same day. Set aside time for enquiries and handle them in batches.

Make sure that you are able to answer questions quickly and in discussion before the start of the event on Slevomat. "Customers expect an answer almost immediately in discussion. The need for a quick response is known many times more than with emails," says Ondřej Skřivánek, who manages discussions at Slevomat.

💡 Advanced tip: If a customer calls you, they want an answer or a solution immediately. The answer "I will find out and call you tomorrow" or "The colleague who is in charge of this will be here next week" will definitely not help you or the customer. Count on the fact that most clients will turn to the competition in this case.

3) Stay professional at all times

There are several types of customers who need special treatment. You must know them: a) the jovial, overly friendly or even flirtatious client, b) the client who deals with you in a coercive manner, c) the client who acts superior, d) the client who "plays on emotions". When dealing with these customers, you need to be specific, but three rules still apply:

  1. don't get backed into a corner,
  2. stay positive and do not adopt the client's way of speaking if his style is negative or unnatural to you,
  3. when a complication arises, try to guide the communication as effectively as possible towards a rational solution without getting bogged down in details.

4) Ask customers if they were satisfied immediately after using

Face-to-face communication is the best way to determine customer satisfaction. If the client was not satisfied, you have the opportunity to address the situation right away, offer compensation and take action to prevent the situation from happening again. Quite objectively, a dissatisfied customer often helps you in improving your service.

By compensating and seeking proactive solutions, you gain plus points – you can turn a negative situation to your advantage.

💡 Advanced tip: If even after compensation and every effort to satisfy you, the customer remains upset, do not take any further steps to satisfy the client or "smooth out" the situation. The goal is not to be accommodating beyond the point of tolerability.

5) Provide a small discount for the next visit

By giving the customer an additional discount of 10–20%, you show that you are worth their next visit.

6) Differentiate yourself by going the extra mile

The less you promise (see point 1), the more you deliver. Try giving customers something above and beyond the offer, but without them knowing about it up front. For example, you could offer an extra service as a gift or a discount voucher for a partner business. It can even be a real little thing, maybe just a sweet for the child accompanying the parent.

You can also differentiate yourself with the extra attention of the staff at the moment of first interaction with the customer. It's no secret that the most common reason a customer doesn't return is a feeling summed up in this or a similar statement, "They didn't pay attention to us, we were air to them." Remember, it's not just about this customer. Imagine that person saying this sentence about your business to 10 other friends at the table.

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