Updated: Sep 8
This blog's author witnessed that a restaurant's responses to customer reviews went viral with thousands of comments and were retweeted by hundreds of thousands. One customer complained that the restaurant brought her food cold. If you order food at this time of night, it will unavoidably be cold, the restaurant replied. When another customer complained that the soup had a bad taste, the restaurant responded, "Perhaps you have a bad taste!" Numerous messages and responses were exchanged. Some customers left comments solely to receive these reactions and have fun. The replies they received shocked some people, and this is not something that frequently happens in the service sector. The restaurant keeps responding abrasively and in a funny way while also heavily advertising it. While some readers thought the restaurant's responses were rude, others thought they were funny and truthful. There is no lousy advertising. This restaurant's advertising campaign appears to have succeeded.
First of all, let's accept a fact: the service industry is harsh. Because your job deals with people, people are difficult to understand, please, and always right. Is it so?
Is the customer always right?
I know a business owner who owns a photography studio. You send photos stored on your phone or computer to this business owner. He also prints your photographs on photo paper and mails them to your address. You send your wedding photos, your newborn baby, pictures or selfies you took on your travels, and they send them to your address printed on paper. You hang it on your house's wall or mood board or send it to your loved ones as a gift. It's a pretty cute job. You both touch people's lives and make them happy. Your favorite memories adorn your fridge or frames on photo papers, just like they used to. But let's look at this operator's difficulties and whether the customers are always right from his perspective. The operator shouted at every inch of his platform, “Don't send me photos with low-resolution, blurry, dark, unclear screenshots!” But customers continue to send these unprintable photos and expect good results. When the result is not good, it brings the store down by giving bad reviews. Are they always right?
This company posts a variety of articles and sample images in an attempt to educate its customers, but it is in vain. There is a widespread belief that if I give you money, you must provide me the best; this is true in some industries. You are correct if you purchase a technological device but incorrect if you want your dark and blurry photo to be printed correctly. I respect the service industry, which deals with all types of people, and I appreciate their patience.
I wish there were a school here. This is a fantasy; before purchasing a product, you must undergo rigorous training and decide whether you are worthy of this product. It's pretty amusing. But I am sure of one thing: some businesses desperately want to live in such a world. I'm not writing this to discourage people who want to start a business in the service sector from doing so. But before you get started, consider the following question: Why do you want this job?
What to do?
It is well known that many businesses invest heavily in customer education. You need more customers while also keeping your current ones. Customer service alone is not always sufficient. The customer must do some things, mainly if you sell a more complex product. One of them is effective education marketing practice. Let's look at the four most essential elements.
1. What’s your product's story?
Start educating your clients by sharing your experience. Why are you making this product? In plain and simple language, please describe the advantages of this service, the scientific side, the emotional side, or the function it serves. Make an effort to make sure that your product or service increases demand and fosters trust. The internet is the most crucial tool you should use today. Ensure your training videos are easy to understand before sharing them on social media. Your business will greatly benefit if you allow your customers to interact with your product and utilize its features.
The important thing, in this case, is product adoption. Workshops and days of product demonstration can be planned. As your customers understand the product more clearly, the need for you and your customer support will decrease. Clients will be more satisfied, and the return or cancellation process will be less.
2. Is your product excellent? - Educate yourself first.
First, answer this question honestly. Does your product have any flaws? Try to get your product close to perfection before contacting the customer, if any. Thus, you can minimize the criticism that may come—making your product the best will be the key to the customer experience. A better customer experience means that your sales and potential customers will increase. This is where word-of-mouth marketing will come into play, and your product or service will come to the fore. Research how technology will benefit your service and take advantage of the internet's benefits.
3. How should be your training program?
It should not be dull. Getting people to pay attention to a training program is challenging. Especially since social apps surround us from morning to evening in today's technology, people's attention span has been reduced to 3 seconds. Yes, it is painful. This is today's and the future's reality. People can only sit through up to 3 seconds of a video, article, or stream. As a result, your training content should capture the attention of your target audience within the first three seconds. It should be both entertaining and educational. Customers should learn something, be inspired, and want to know more when they see your training videos or images. You must be able to stand out from the dozens of pieces of content that arrive in our inbox each day and prepare solution-oriented training. You must first present the problem to the audience, followed by the solution. You should avoid complex structures and use simple, straightforward language. If your product is suitable, you should embellish your training with visual explanations and strengthen them with polls. You can create free e-books and free workshops that the user can download and access. Knowledge sharing brings you closer to your current and prospective customers.
4- What are the materials should be?
You must maintain constant contact with your customers. You should appear on your product's relevant platforms as soon as possible and provide one-on-one interaction. Let's take a look at the materials available;
- Direct physical contact. Seminars, workshops, and demonstrations are all available.
- Videos for education.
- Information-conveying visual sharing.
- Emails with compelling and problem-solving narratives.
- Step-by-Step Beginning Guides
- Blog entries.
Establishing a trusting relationship with your customers is more important than anything else. Educating them and increasing product sales are insufficient to establish a strong brand. The essential key points are after-sales trust, accessibility at all times, and letting your customers know that you are there and ready to help when there is a problem. Lots of sales!
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