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How To Really Win Your Customers Over

Hanna Smolan, Ytel |  
Are your customers happy? You may think so, but how do you really know? Taking the time to grow and maintain your customer relationships is one of the best business moves you’ll ever make. When your customers are happy, there’s a greater chance they’ll continue to do business with you in the long run, and maybe even send some referrals your way. As a result, your bottom line will benefit. Everybody wins!

When your customers are happy, there’s a greater chance they’ll continue to do business with you in the long run, and maybe even send some referrals your way. As a result, your bottom line will benefit. Everybody wins!

KNOW YOUR CUSTOMERS

How can you make someone happy or satisfied without knowing exactly what it is they want and need? This is a crucial first step on the road to winning over a customer long term. Whether you give them a wishlist upon signing a contract, or there's a discovery period where you get to know the customer, their goals, their business and industry (which can take time, if it's different than the one you operate in), spending the time to get to know the ins and outs of their business, their expectation of your business, and where you can meet halfway will set you up for long-term success every time.  

KNOW YOUR BUSINESS

Knowing your business, both its front and back end, the capabilities and timeline of your development team, the Operations department and their scalibility, transparency of your leadership team, etc. Having as much information as possible (even if you don't share it, due to security measures) will certainly work to your advantage when customers are asking for updates or there is a delay on your end. Being able to truly understand and explain what's going on in layman's terms will be a huge advantage for the communication efforts between you and the customer. 

OPPORTUNITIES

Find and seize opportunities to increase trust between you and your customer by:

  • Always being transparent and honest
  • Sharing the bad news, too 
  • Avoid upselling them on products or features they don't need 
  • Give your advice if they ask for it 

These opportunities will also allow you to showcase what your team is capable of, and what kind of company you're a part of. Providing business advice, being honest and open in any situation, and not just selling everything under the sun proves you're ethical and honest. 

Throughout your discovery phase, find any holes in their business you can fill for them. These may be gaps that the customer isn't aware of, or ones that they are working towards a solution and your company can offer some assistance. This will go a long way!

PRIORITIZE THEIR NEEDS

Scope creep is real, people! Putting your customers at the top of your priority list is the only way to keep happy customers. Deliver what you promise and be consistent as possible. As always, transparency is just as important as delivery. Feedback surveys are a great way to discover what their priorities are if you're having any trouble nailing them down. 

SAY THANK YOU

Seems simple but not nearly enough people do it! Expressing gratitude and kindness builds an authentic rapport with people every day, all business talk aside. Living this strategy while communicating with customers will only do you favors. People appreciate those with manners, so be one of them and watch what happens! 

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About The Author

Hanna Smolan, Ytel

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Hanna manages Ytel's Communications strategy and has worked in Marketing for five years. She has a Master's in Communications and is passionate about connecting customers and businesses by building authentic relationships online.


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