A happy, satisfied customer is likely to return and/or tell others about the good experiences that they had when dealing with your company. Similarly, an unhappy customer is likely to spread the word—and probably to far more people than a satisfied customer.

1. Listen Carefully to Your Customers

You are unlikely to be able to help your customers effectively if you do not listen to what they are saying—and also what they are not saying, but may be implying in some way, or are carefully not mentioning. DMV ASAP say pay attention to their body language, and link what you are hearing to what you know about the business, and what other customers have said in the past. This will enable you to pull together your knowledge and ensure that you provide what the customer needs.

2. Smile at Your Customers, and Make Them Feel Welcome

Smiles are contagious – usually when you smile at somebody, they will smile back at you. DMV ASAP makes it almost impossible to fake a smile convincingly, so we tend to respond to smiles in a very genuine way, and they help to build rapport. This will help the customer or client to feel at ease and welcomed, and you will come across as friendly and approachable, setting the scene for a positive interaction.

3. Communicate Clearly and in Positive Language

Always communicate clearly to your customers, to ensure that they understand what you are offering or able to provide. DMV says mistakes can be expensive things to put right, so it is best to ensure that there are no misunderstandings. If it sounds like there might have been a misunderstanding, clarify it straight away: don’t wait until your customer comes back to complain. Even if you can’t do what your customer wants—either immediately, or at all—try to frame your answer in positive language. For example, instead of saying: “I’m afraid that’s out of stock at the moment, but if you come back in next week, we should have it.”

4. Learn Your Business – Be an Expert

It is therefore essential that you get to know the features of your business, and also your competition, defined in the broadest possible way (for example, considering handymen as being in competition with shops selling tools). You need to be able to answer most of your customers’ questions about the business, even if the question does not relate to your usual area of work. If you don’t know the answer to a question then say so, NEVER lie or make up an answer. If possible, find somebody who does know the answer, or take details and offer to get back to them. Don’t be afraid to ask the customer/client questions that will give you a better understanding of their needs.

5. Keep Your Word—and Don’t Over-Promise