Shanu Singh Guliani

The Right Words to Make Customers Happy
December 18, 2006

Creating distinct principles of customer service is very important, but you need to put those principles into action with everything you do and say. There are certain "words" customers want to hear from you and your staff. All your employees need to understand the importance of these simple key phrases that will make your new and existing customers trust you:

The job will be complete. Assure the customer that they will not have to wait for any pieces and that all of their jewelry will be completed at the same time.

Monday means Monday. Your customers need to know that you are reliable. Your customers are waiting to hear that you will deliver on time with a specific date.

I don’t know but I will find out. It is more credible to say, “I don’t know, but I will find out for you,” than to try to sound like you know what you’re talking about.

I will keep you updated. Custom orders are extremely prevalent in the jewelry business; keeping your customers updated with emails and phone calls during the CAD/CAM process, when a wax is complete or right before setting the stones instills confidence. Customers trust small businesses that keep them informed of the situation, whether the news is good or bad.

It will be just what you ordered. When a customer orders from a catalog give them surety that the item will “not be similar” or “not the same size,” but that it will be exactly what they ordered. Catalogs are tools we keep piling our bookcases with and help reduce costs of keeping every charm or every millimeter of a particular stone in stock so make a customer comfortable ordering from one.

I will take responsibility. It's your responsibility to ensure a satisfactory outcome to the transaction. Confirm to the customer that you know what he/she expects and will deliver the product at the agreed-upon price. Make certain that there will be no unexpected changes or expenses required to solve the problem.

I can solve the problem. Customers want direct answers. It’s not the customer’s problem if their salesperson was sick and their order didn’t get to the bench jeweler. If a problem arises, guarantee a solution.

I appreciate your business. Genuine appreciation involves a follow-up call to the buyer, offering to answer questions from the gift receiver, making sure the bracelet is to his/her liking, and in the end assuring their experience was satisfying.

Posted by Shanu Singh Guliani on December 18, 2006 | Comments (0)