10 Jun

5 Ways To Add Personal Touches To Your Customer Interactions

Posted in customer satisfaction, Customer Service on 10.06.16 by John Meloche

Two Businessman touching hand for coordination workIn yesterday’s blog, we highlighted the benefits of surprising your customers. Going out of your way to show them that you care can greatly improve your brand’s reputation and secure customer loyalty for the long haul. As we pointed out, adding personal touches to your customer interactions is a great way to “wow” and surprise your company’s supporters. But what are the best ways to do that?

Here are five suggestions:

1. Offer “thank you” notes. An expression of appreciation can go a long way. Customers like to know that the businesses they support care about them. “With the endless amount of options out there, is it really so much to ask that a business say ‘Thanks!’ to a new customer?” asks Gregory Ciotti on Shopify.ca, “You might think that thank you notes have lost their impact, being that they are such a tried and true tactic, but you would be dead wrong.”

2. Remember special occasions. In the “getting to know your customers” game, it’s a good idea to keep in mind particular things about them. Are they parents? If so, it’s a great idea to wish them Happy Mother’s and Father’s Days when the times come. Are they married? If so, you may want to send Happy Anniversary greetings their ways. “Call them on their birthday,” reminds Rupesh Patel on LinkedIn.com, “Remembering your customers during these special occasions will convey to your customers that you are sincere about building a connection with them.”

3. Be proactive. The better you get to know your customers, the easier it will be for you to guess what they’ll need in the future. Of course, becoming a better people person won’t turn you into a mind reader. But being able to gauge what products and services you offer that would most impress your client base is a great way to keep your customers engaged. Anticipating the needs of your company’s supporters will certainly go a long way in keeping them happy.

4. Offer a life-changing opportunity. This sounds like a bit much, at first, doesn’t it? But, as Patel explains, it can all be achieved through a very simple, yet memorable gesture. “It sounds unconventional, but giving your customers a lottery ticket is a great way to surprise them,” he suggests, “Who knows? You might be giving out a lottery ticket that will eventually change someone’s life.”

5. Offer help without being asked for it. Ciotti offers an excellent example of this. “When a woman in the store lost the diamond from her wedding ring, she became distraught and began crawling around on the ground looking for the ring,” he details, “A Nordstrom employee saw her crawling under the clothing racks. Once he found out what was wrong, he immediately got on his hands and knees and joined the search!”

Ciotti goes on to point out how such a gesture was an act of going over and above the call of duty. “When the duo came up empty-handed in the search for the ring, the employee asked for assistance from two building service workers,” he continues, “Together, they sifted through vacuum bags until they found the diamond mixed in with dust and dirt. Now that’s going above and beyond the call of duty, and it’s the sole reason why Nordstrom has a (great) reputation.”

At Synergy Marketing, we’d like to offer you our help in improving your personal interactions with your customers by helping you select the ideal promo gift to give them for free. To get more information or to place your order, give us a call at 1-877-748-9884 between 9am and 5pm EST or email us at info@gosynergygo.com! You can also sign up for our Insider E-Flyer Program HERE!

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09 Jun

3 Cool Ways To Surprise Your Customers

Posted in customer satisfaction, Customer Service on 09.06.16 by John Meloche

abstract 3d illustration of flash with text 'surprise' isolated over white backgroundIn our last blog, we revisited the concept of giving out freebies and the incredible impacts they can have on your customers. If you’re looking to significantly stand out from your competition, giving out freebies can certainly do the trick. As you know, Synergy Marketing has been in the business of providing Canadian business owners with fantastic promo gifts for many years. Using them as free giveaways, our clients have greatly improved their rates of customer satisfaction.

This is because getting things for free generally comes as a surprise to customers. Freebies offer that “wow” factor that helps to separate one brand from the next. There are, of course, numerous ways to surprise your customers. And many of them come with offering up perks and benefits that won’t cost your customers anything extra. Implementing these practices can definitely help you to grow your client base and keep it loyal.

Here are three cool ways to surprise your customers:

1. Waive the extra charges. There are few things that customers like hearing more than “I’ll go ahead and waive those charges for you”. You can place the concept of charge-waiving in the same category as giving away freebies, as it serves as a way to save your customers money. Who doesn’t love that? “Waiving the extra costs is a great way to delight your customers as well as build loyalty,” says Rupesh Patel on LinkedIn.com.

2. Check in with them. Don’t assume that the customer interaction is over once he/she leaves your store. There is still an opportunity to continue the connection. Did you receive an email address or phone number upon having the customer make his/her transaction? Ensuring that you do so will help for you to keep in touch with your customers in the future. This fosters strong growing relationships.

“Imagine the impression a business would leave if after buying your first set of golf clubs, you got an automated email from ‘Jim’ asking you how they were treating you, and if you’ve been able to hit the driving range yet?” poses Gregory Ciotti on Shopify.ca, “Pretty powerful stuff, and all hinging on the very frugal cost of a personal follow-up email. This is also useful for birthdays, holidays, or even better, some other personal event that you learned about from a customer.”

3. Take time to make personal connections. There’s a big difference between simply saying “hello” to people who walk into your establishment and taking the time to introduce yourself. When you meet new customers, be sure to offer your name and ask for theirs. That way, you’ll hopefully be able to greet them personally the next time you see them. Customers remember the efforts made by business owners to get to know them.

Patel champions the concept of spending time with your customers to get to know them personally. “When guests walk into your lobby, they expect that you won’t spend a whole lot of time with them,” he writes, “Take them by surprise by really getting to know them, listen and then recommend local hot spots or your favourite restaurant. Just get to know your patrons.”

Be sure to check back for tomorrow’s blog as we go into greater detail about how you can make those personal connections with your customers. And don’t forget that giving them freebies is always a great way to do just that! To place your order for the promo gift of your choice, call Synergy Marketing at 1-877-748-9884 between 9am and 5pm EST or email us at info@gosynergygo.com! You can also sign up for our Insider E-Flyer Program HERE!

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08 Jun

Nothing Beats Freebies In The World Of Customer Satisfaction

Posted in customer satisfaction, Customer Service on 08.06.16 by John Meloche

Free smiley iconWe really have to say that we’ve nailed it with the title of today’s blog! We’re not sure we’ve ever come up with a blog title that is more accurate in depicting what Synergy Marketing stands for. More importantly, today’s blog title is a testament of truth for any business owner in any industry. If you’re looking to truly “wow” your customers, you simply can’t go wrong with offering them something for free.

At Synergy Marketing, we have many years of experience proving this. Our clients regularly communicate to us how much our fantastic promotional products please their customers. Especially when those gifts are specifically chosen to meet the needs of particular customer bases, they come off as amazingly thoughtful and generous expressions of appreciation. Customers expect to pay for goods and services. This is likely why it’s so rewarding for them to get things for free from businesses.

On LinkedIn.com, Rupesh Patel explains the feelings that customers get when they are met with such surprises. “Everyone likes freebies!” he exclaims, “No matter how small your gift may be, your customers will surely appreciate the gesture. A bottle of water or cold drink upon arrival. A local Italian restaurant often asks me if I would like a complimentary beverage while I wait for my take out. – This is a great memorable surprise.”

Being memorable, it needs to be mentioned, is a huge part of growing the success of your business. By offering a freebie, you significantly stand out from your competitors who are not offering their customers anything for free. One of our clients recently explained to us that a recent trip to a restaurant was memorable, not just because of the great food he ate, but because of the coupon he received for a free appetizer the next time he visits for a meal.

Guess who’s going back to that restaurant in the near future? On Shopify.ca, Gregory Ciotti explains that restaurants don’t even have to offer appetizers to bring customers back. The customary, complimentary after-dinner mints can often do the trick. “If you’ve ever read that fascinating study about the power of mints—where waiters received a 21% better tip when they left two free mints—you know that reciprocity is a powerful psychological trigger, and that it doesn’t take much for a gift to leave an impact,” he informs.

He goes on to mention that when freebies are given to customers, they leave lasting impressions. This is especially true if the freebie is of special significance to its recipient. Keep in mind the personal interests of the people who support your brand. Ask probing questions and learn more about their likes and dislikes. When you offer freebies that speak to these preferences, you’ll stand a much greater chance of securing long-time loyalty.

“The amazing team at UserTesting.com asked for my home address out of the blue one day,” reports Ciotti, “After telling them, about a week later I got a package in the mail filled with delicious beef jerky! Why beef jerky? UserTesting.com sells, well, user testing software, so that’s a little odd isn’t it? Here’s where things get crazy: I had briefly mentioned on Twitter that quality beef jerky was putting a dent in my wallet.”

Ciotti admits to being astounded that the company’s marketing strategist would remember something like his love for beef jerky. At Synergy Marketing, we highly encourage you to think of the things that your customers would like to receive from you for free. The better the surprise, the stronger the impact! Of course, we offer a wide range of amazing high-quality promo gifts that can serve as your surprising freebies.

To place your order for the promo gift of your choice, give us a call at 1-877-748-9884 between 9am and 5pm EST or email us at info@gosynergygo.com! You can also sign up for our Insider E-Flyer Program HERE!

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02 Jun

3 More Ways To Knock The Socks Off Of Your New Clients

Posted in customer satisfaction, Customer Service on 02.06.16 by John Meloche

three socks hanging on a rope clothesline isolated on whiteIn yesterday’s blog, we revisited the topic of impressing your clients. But we’re not just talking about the clients that you’re used to doing business with. Making strong first impressions on your new clients can do wonders for your helping you to establish yourself as a top-choice professional in your industry. When you meet your new clients, it’s important to find ways to knock their socks off!

Here are three more ways to do that:

1. Be organized. Okay, so your new client has given you the opportunity to prove yourself. Don’t take it for granted. Just because you’ve secured a new client, it doesn’t mean that he/she will remain loyal. It’s up to you to constantly work towards making good impressions. And a great way to make a good impression early is to be completely organized and on top of everything that needs to be handled right away.

On TheFreelanceHustle.com, Kayli admits that this is “easier said than done when you’re juggling multiple clients and deadlines. That is why you need to have the right systems and processes in place. Workflows and reminders are a life saver for staying on top of your projects and keeping your clients in the loop on your progress. If you can appear to be organized and professional your clients are going to have more faith in you/think you’re a miracle worker.”

2. Be as inquisitive as they are. When working with new clients, you’re bound to get asked a number of questions. The more questions you get asked, the better. This is because the curiosity of your new customer proves that he/she is interested. Be sure to do the same. Ask questions that will help you to get to know your customer better. The knowledge you attain will go a long way in being able to help you meet your customer’s need for many years down the road.

On SkillCrush.com, Randle Browning highlights the fact that it’s important to ask a lot of questions at your first meetings with new clients. “First meetings with clients can feel like auditions (and they kind of are),” she describes, “To keep the meeting from feeling like a trial, ask the client a lot of questions.” She goes on to note that you should make sure to prepare your questions well in advance of the first meeting.

3. Offer a welcome package. Kayli explains that a welcome package helps your new clients get better assimilated with your business. “When you start working with a new client, they are likely going to have a lot of questions,” she reiterates, “Put them at ease, and save yourself heaps of time, by creating a welcome package for all of your new clients. You can tell them about your office hours, your process, any systems you use, and anything else they need to be aware of to get started. It’s also a great time to send a checklist of things you will need from them.”

If you’re really looking to blow the socks off of your new clients, you’ll want to do something that most business owners won’t. Sending welcome packages along with messages of gratitude for your new working relationship will do the trick. Your packages should also include a number of your company’s fantastic promotional gifts which always come in handy. They’ll serve as great reminders of how awesome your company is!

To place your order for the promo gift of your choice, call Synergy Marketing at 1-877-748-9884 between 9am and 5pm EST or email us at info@gosynergygo.com! You can also sign up for our Insider E-Flyer Program HERE!

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01 Jun

3 Ways To Genuinely Impress Your New Clients

Posted in customer satisfaction, Customer Service on 01.06.16 by John Meloche

Smiling young man shaking hands with an insurance agent or investment adviser as he sits in a meeting with his wife in her officeIt’s often said that marketing your business towards your current customers is a lot more effective and inexpensive that promoting it to new customers. That doesn’t mean, of course, that you shouldn’t attempt to get your business new clientele. Growing your customer base requires hard work, but it’s nothing you can’t handle. But once you get those new clients, what should you do to ensure you impress them enough that they remain loyal?

Here are three ideas:

1. Show your human side. Speak to your new customers like people. Let them get to know that you’re a down-to-earth, honest-to-goodness human being who will be a joy to do business with. In most cases, this is what truly endears people to work with new businesses. If you push too hard with sales attempts, it could turn your new customers away. You want to make people feel comfortable visiting your place of business time and time again.

“Your goal is to get the client to trust you and hire you, but that doesn’t mean you should get right down to business,” writes Randle Browning on SkillCrush.com, “Before you dive into the tech talk, take a few minutes to get to know your client. If you’re on a video call, ask about where they live or comment on something you love in the background. If you’re together in person, ask them how they like the taco place across the street.”

2. Express your gratitude. We can’t think of a bad time to say the words “thank you”. Showing your appreciation is a great way to display your good-natured personality and genuine happiness about your newfound partnership. After all, as a business owner, there is nothing to be more thankful for than a person who is willing to help you grow your business. On TheFreelanceHustle.com, Kayli agrees that it’s important to always say “thanks”.

“Clients are what keep us in business so it’s important to thank them for that,” she insists, “I’m not saying that you need to remind them that they put food on your table, but a nice ‘hey, thanks for doing business with me’ every once in a while is always appreciated. Once you’ve wrapped a project be sure to include a sincere thank you in the handoff. Sending a hand written note and small, thoughtful gift are also a really nice touch.”

3. Do your research. Chances are that your new clients did a little bit of research on you and your company before deciding to do business with you. It’s only right that you do the same. Having a strong understanding of your clients’ backgrounds will give you greater insight into what you can do to wow them. Doing your due diligence will also demonstrate a level of professionalism that can set you apart from your competitors.

“Researching your client’s competitors and peers immerses you in their world,” says Browning, “The more knowledge you bring to the table about industry standards, common issues, or new changes in the client’s field, the more your client will trust you to make good decisions throughout the freelance project.” Be sure to check back for tomorrow’s blog as we continue to list ways that you can knock the socks off of your new clients!

And don’t forget that to place an order for the promo gift of your choice to promote your business, you call Synergy Marketing at 1-877-748-9884 between 9am and 5pm EST or email us at info@gosynergygo.com! You can also sign up for our Insider E-Flyer Program HERE!

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12 May

4 Steps To Bettering Your Business Following A Bad Experience

Posted in Synergy Suggestions on 12.05.16 by John Meloche

customer satisfaction survey form with checkbox showing marketing conceptIn yesterday’s blog, we touched upon the topic of rebounding from a loss. This generally tough task is not one that is shared by professional sports teams alone. Businesses of all sizes experience losses that they must overcome. In addition to the attitude adjustments outlined in our blog yesterday, there are some important steps that can be taken to better your business following a bad experience.

Here are four:

1. Make use of the knowledge you’ve attained. All mistakes are worth making as long as you’ve learned from them. The longer you take to get over your bad experience, the worse you are making things for your business. To put it bluntly, get over it. And the best way to do that is to implement what you’ve learned into your next venture. On TinyBuddha.com, Lori Deschene explains the importance of acting on what you’ve learned.

“Anything can be useful if we learn from it and then do something with that knowledge,” she encourages, “The second part is where a lot of us get tripped up, and understandably so. On the one hand, we know that consistency is crucial to creating positive change. On the other, we know that insanity is doing the same thing over and over again and expecting different results.”

2. Pinpoint the root cause of the problem. Of course, in order to avoid making the same mistake again, you’ll have to have a clear idea about what the mistake was. Too often, people make the mistake of sticking to their guns when their guns aren’t loaded. In other words, change what you’re doing if you expect different results. As Deschene pointed out, it’s insane to do otherwise!

And as Jose Vasquez communicates on HuffingtonPost.com, it’s important to reflect on the root cause of your problem in order to avoid it in future. “There isn’t always a single identifiable root cause, but do what you can to sort out the reasons for the failure,” he writes, “Sometimes these are internal, sometimes these are external and sometimes they’re completely random. But you have to understand them if you’re going to learn anything.”

3. Don’t take it personally. When you make a mistake that costs your business money, it’s pretty difficult not to take it personally. You feel bad for making the mistake and don’t want it to reflect poorly on those associated with your business. But remember, it is just business. And what people may think of you, because of your business-related error, doesn’t make you a bad person.

“As much as we’d like to believe hard works always pays off, sometimes there are things beyond our control that have nothing to do with what we did or didn’t do,” Deschene reminds us, “This may be the reason a lot of people try and try again only to achieve the same results. Some things are just harder to do than others… We can always find room for improvement, but sometimes we need to accept that results aren’t always reciprocal to efforts.”

4. Apologize! To be honest, this step belongs at the top of the list. Saying “sorry” goes a long way in repairing relationships marred by mistakes. At Synergy Marketing, we’ve learned that one of the best ways to apologize is through gift-giving. To place your order for the promo gift of your choice, call Synergy Marketing at 1-877-748-9884 between 9am and 5pm EST or email us at info@gosynergygo.com! You can also sign up for our Insider E-Flyer Program HERE!

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11 May

Learning How To Rebound From A Loss

Posted in NBA, News, Synergy Suggestions on 11.05.16 by John Meloche

Depositphotos_36087101_s-2015The Toronto Raptors lost quite the heartbreaker in Game 4 of their East Conference Semi-Finals showdown against the Miami Heat this past Monday. Having to be decided in overtime for the third time in the series, the game ended in a 94-87 loss. It was a hard one to swallow for Raptors fans who saw their beloved team lead for the majority of the game. With Game 5 back in Toronto tonight at 8 p.m., the tension amongst fans has arguably never been higher.

Perhaps, anxiety is a better word for it. The Raptors have taken their fans on quite the roller coaster ride throughout this postseason. It seems like they win games you think they’re going to lose and they lose games you think they’re going to win. One of the biggest problems the Raptors faced in the overtime period of Game 4 was a lack of rebounding. Tonight, they’ll have to rebound against the loss.

With the exuberant Toronto faithful backing them both inside and outside of the Air Canada Centre, there will certainly be no shortage of encouragement for the team. And, as always, the ups and downs of Toronto’s pro sports teams reminds us, here at Synergy Marketing, that businesses go through very similar ups and downs. And just like our favourite teams, they too must learn how to rebound from their losses.

What should business owners do to rebound from their losses?

It starts with accepting failure. Making excuses and not accepting the fact that you’ve failed is a great way to not learn from your mistakes. It’s important to carefully assess where you went wrong, admit it, accept it and discover ways to remedy the problem you encountered. Accepting failure is not giving up. It involves understanding that you can’t necessarily do things the way you first believed you would. Finding a new path will help you reach success quicker.

Jose Vasquez of HuffingtonPost.com insists that you accept your failures. “The first step is sometimes the hardest,” he writes, “Admitting you’ve failed is difficult even for the most mature, experienced entrepreneurs. True, you should never give up on something you truly believe in. But if you’re going to keep moving forward, at some point you have to acknowledge the walls that are blocking you.”

It’s also important to take responsibility for your actions. No one likes being the scapegoat. But sometimes, owning up to your “bads” can make or break the reputation you have with those who work for you and with you. Be honest about your missteps and take measures to apologize for them. This humbling of yourself will do you a lot more good than harm in the long run. It will help you to gain favour with those you may have disappointed and can earn you a second shot.

“Even if the failure wasn’t your fault, you have to take responsibility,” insists Vasquez, “It is now your job to make sure this doesn’t happen again. Brainstorm with your team, hold discussions, and be open — but take ownership of the failure and drive a new change.” He goes on to encourage mistake-makers to set new goals so that they can still make their businesses the successes they’ve always dreamed of.

Be sure to check back for tomorrow’s blog as we continue to examine ways in which you can help your business to rebound from a loss. And say it with us…Let’s Go Raptors!

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10 May

Chat Live With An Agent Now!

Posted in Customer Service on 10.05.16 by John Meloche

Live Chat Button with Hand Shaped mouse CursorSince Synergy Marketing’s inception, we have utilized the phone as our number one source of communication with our customers. We continue to encourage our customers to give us a call at 1-877-748-9884 in order to speak with any of our friendly and knowledgeable sales reps about the wonderful array of promotional products that we have to offer. However, you may have noticed that our website has incorporated a new wrinkle in recent weeks.

What is that new “wrinkle” on our website? That wrinkle is our brand new “live chat” feature which enables our website’s visitors to speak with one of our live agents in real time through their computers! Considering that Synergy Marketing has always been about providing our customers with options, it only made sense for us to provide our prospective clients with another communication option. And it has certainly worked wonders for us so far!

Why is “live chat” so effective? Perhaps, it’s because it’s so easy to use. On the home page of our website, you’ll notice a red icon at the bottom right corner of the screen. It reads “Chat live with an agent now!” Just below that, it reads “Have a question?” By clicking on the icon, you will be prompted to fill out your name and your question. There are two boxes to input your information. One reads “Your name?” while the other reads “Start off the conversation…”

Once you’ve completed filling out the boxes, simply click on the red “Start Chat” button which is located below them. Within seconds, you’ll be speaking to a live representative who will be able to assist you with any questions that you have. We’ve found that this new interactive approach to our website has greatly assisted curious website visitors with getting the information they need to make smart choices about which promo gifts to use to advertise their brands.

How did we establish the “live chat” feature? Thanks to Tawk.to, we have implemented this new widget on our site and it has allowed us to engage with our website visitors in real time. We’ve found that it has made life a lot easier for our potential customers because not all of them have time to make phone calls. “Live chat” features allow busy online users the ability to multi-task. The conversations take place at paces that are comfortable for them.

With our new “live chat” feature, information seekers can ask their questions, do their own work and surf the web as they please. If they were on the phone, they would be required to provide their undivided attention. And we know that, at times, this can be considered too time consuming. Especially when your customers are business owners – like ours are – live chats allow busy workaholics to be a lot more efficient with their time.

How do live chats help to grow your business? According to Kissmetrics.com, “an ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an emarketer.com survey found that 63% were more likely to return to a website that offers live chat. The report goes on to say: ‘62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.’”

Please feel free to give our new “live chat” feature a try right away! Of course, you can always place your order for the promo gift of your choice by calling Synergy Marketing at 1-877-748-9884 between 9am and 5pm EST or emailing us at info@gosynergygo.com! You can also sign up for our Insider E-Flyer Program HERE!

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28 Apr

3 Ways To Improve Relationships With Angry Customers

Posted in customer satisfaction, Customer Service, Synergy Suggestions on 28.04.16 by John Meloche

Businessman holding two papers with happy and angry face each on themIn yesterday’s blog, we revisited the topic of angry customers. It’s a topic that most business owners wish to avoid, but it’s an important one nonetheless. Dealing with disgruntled customers should be seen as learning opportunities. The better you handle such situations, the better you’ll be able to improve your business overall. Your ability to resolve issues with angry customers can actually make or break your company.

So how can you improve your relationships with them? Here are three ways:

1. Don’t take it personally. It isn’t easy to avoid an emotional response to someone who is expressing anger towards you. You’re only human. However, it’s important to keep in mind that when a customer is upset with an aspect of your business, it isn’t a personal attack against you. Give your customer the opportunity to vent and realize that your job is to improve the relationship between the customers and your brand. This person doesn’t have to be your personal friend.

“When a customer is upset, remember that it is not a personal attack,” asserts Shari Waters on About.com, “Let them talk as long as they need to, not only to get it off their chest, but to thoroughly explain the problem. Listen carefully! You cannot fix what you don’t understand, so be sure to ask the customer enough questions to learn what is bothering them. By simply listening, the customer will realize that you are interested in their problem and he/she will eventually calm down enough to discuss the situation in a positive manner.”

2. Endeavour to work with your customer to find a resolution. Don’t assume that you know exactly how to fix a customer’s problem. There’s no better way to come to a resolution than probing your customer to discover exactly what can be done to satisfy him/her. Let your customer know that you care about his/her business and that you’re willing to find a solution that will prove it.

“When your customers decide to purchase your product or service, they commit to a financial relationship with you,” explains Ron Burley on Inc.com, “When problems arise, they want to know that you’re willing to listen and aren’t going to run for the door. A positive statement that you are willing to work with them to find a solution, rather than being their adversary, begins a conversation that can be your best insurance against that customer going rogue and blasting you on the Internet.”

3. Request further feedback. So you’ve resolved an issue. That’s excellent. But have you discovered ways to avoid such incidents in the future? Use the experience to learn more about how you can improve customer relations going forward. Don’t be afraid to ask your customer if there is anything more you can do to improve your business. You may just find it to be the best way to grow your company’s reputation.

“Dealing with each unpleasant customer should be a learning experience,” says Waters, “Customer feedback should be viewed as an opportunity for change. Keep in mind that not all customers can be pleased. Some people are just complainers and nothing you do will change that. But everything you can correct about this situation will help with future events. Keep improving in areas over which you have control.”

Of course, it never hurts to offer your customers useful promotional gifts that bear your company’s name and logo as a way to resolve issues. To place your order for the promo gift of your choice, call Synergy Marketing at 1-877-748-9884 between 9am and 5pm EST or email us at info@gosynergygo.com! You can also sign up for our Insider E-Flyer Program HERE!

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27 Apr

3 Ways To Resolve Issues With Disgruntled Customers

Posted in customer satisfaction, Customer Service, Synergy Suggestions on 27.04.16 by John Meloche

Reaction smiley, vector illustrationGenerally speaking, ensuring customer satisfaction is on the top of to-do lists had by all business owners. However, satisfying customers isn’t always easy. In fact, we’ve all experienced those incidents when customers get upset. Really upset! The last thing any business owner wants is to lose business and anger a member of the buying public who is bound to spread the news about their dissatisfaction. So what to do when customers get angry?

Here are three ways to resolve issues with disgruntled customers:

1. Apologize – sincerely. Saying “sorry” should be the most obvious go-to response to anyone who is upset because of an interaction with your business. Regardless if you feel the occurrence is the fault of your company or not, it’s important to acknowledge that your customer is upset because of it. Be sure to offer genuine apologies as people can easily tell the difference between sincerity and lip service. A disingenuous apology is only bound to make things worse.

On Inc.com, Ron Burley highlights the importance of saying sorry and meaning it. “A sincere apology tells your customer that you regret his having to interrupt his day to make that call,” he writes, “An apology defuses the situation and can allow for a conversation in which you get an opportunity to diagnose what went wrong, with the possibility of preventing similar future problems.”

2. Follow up with the customer post-resolution. Don’t assume that just because your last conversation may have ended on a pleasant note that all is well with the world in the mind of your customer. Be sure to put in a follow up phone call or email to ensure that he/she is still satisfied with the resolution. This will leave a lasting impression that may be the key in encouraging that customer to continue to work with your business in future.

“Whatever promises you make to the customer to resolve the issue, be sure to follow up,” advises Shari Waters on About.com, “Call when you said you would call. Even if you don’t have the resolution, let the customer know you’re sticking to your word. This shows the customer that his/her business is important to you and you’re actively working towards getting things fixed.”

3. Thank the customer for his/her honesty. That’s right. When you have an angry customer to contend with, you should actually include a word of thanks in your response. Why? He/she is offering you the opportunity to improve your business. If there is a facet of your brand that is not being met well with its supporters, your ability to correct the problem will help you to avoid it with any other customers in the future. You should be grateful to have attained this knowledge.

“At first glance, it may seem like your customer should be the one expressing gratitude,” says Burley, “But think about it. In his mind, he paid for a product or service that didn’t perform as expected, and was then required to spend professional or personal time to work out a remedy. On the other hand, you’ve likely gained important information about product performance and how customers perceive your company. In my mind, that’s certainly worth a ‘thank you.’”

Be sure to check back for tomorrow’s blog as we continue to list ways to improve relationships with angry customers!

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