It's so important to know what your customers expect from you so you can provide them the best experience possible. It's not always an easy task, but we're here to help! Check out some of our tips on how to exceed your customers' expectations.
The first step in going above and beyond your customers’ expectations is to know the type of audience you want to appeal to and build your business around them. To really know your customers, you need to know more than just their basic demographics. These details are important, but it’s vital to understand them better by focusing on their needs, interests, and the factors they consider when purchasing flowers. By knowing these details, you’ll better understand what the customer expects.
It’s especially important for employees who deal with customers directly to know how to handle certain situations as they arise. Set standards for your employees so they know exactly what they should say or do to go the extra mile. Emphasize to all of your employees that quality service should always come first, with everything else, including speed, coming second.
Many businesses put the responsibility of customers’ happiness on the employees who work and speak directly with customers. In the long run, though, it’s every employee’s obligation to contribute to a customer’s great experience. No matter what role an employee plays within your shop, make sure they know that the customer should be at the center of each decision they make. By ensuring the focus is always on the customer, your business will likely always meet or exceed their expectations.
To figure out whether your efforts are working, it’s a good idea to ask customers about their experience. Send satisfaction surveys through email and ask questions about their most recent order. Questions like “How easy was the buying process?” or “Did the flower arrangement live up to your expectations?” are great places to start. Use the information gathered to help improve your customer service and the overall experience you provide.
Meeting your customers’ needs and desires is an important ability for any business, but exceeding them will ensure that your customers keep coming back. By making sure your customer service is exceptional and always focusing on your customers, you’ll stay on the right track to success!