What Customers Really Want: Creating WOW Through Customer Service

Posted in:

Platinum Electricians - What customers want
What you experience as a customer is a direct result of what goes on ‘in’ a company. You can’t fake culture and values, so for us at Platinum our core values are not just pretty slogans – they’re what we actually what we live by.

Starting this month, we’ll be covering each of our ten core values and discussing how they play out for us at Platinum. First up – the WOW factor. Platinum has a vision of being the world’s greatest customer-focused electricians, so we are very intentional about delivering a WOW experience to customers that creates smiles and is unforgettable.

So what is this WOW factor and why doesn’t every business have it? What do customers want that many companies often don’t or can’t deliver?

Almost 95% of business leaders believe providing a good customer experience is their number one priority, but only 37% of them have a dedicated budget for improving their customer experience.

In this article, we look at the attributes we believe a business should have and the initiatives they need to put in place to give their customers what they really want and to deliver that WOW factor every time.

Professional and Reliable

Being there for your customers when they need you is the first factor in providing a WOW service experience. Your availability depends on the type of business you run, but even if you operate a typical 9 to 5 on weekdays, your customers want to feel they can contact you any time if they have a problem or query, so providing other means of communication is important. Your website should give them the means to send you an email after hours and if you have a 1300 or 1800 number, it should include the facility to leave a message. Most importantly, follow up on these communications as soon as possible when you return to work.

Peace of Mind

Great customer service is also about trust. Customers want to know that you’re the expert in your field and want assurance that they’re in safe hands. They entrust you to provide them with a product or service. If your industry involves qualifications, make sure the customer knows that you have them and that you observe the industry best practice standards.

Nothing builds trust like guaranteeing your work. If you aren’t prepared to stand behind your product or service, then you can’t expect your customer to be confident about your abilities either. And if your work really is of a high standard, it’s a guarantee you won’t have to honour very often, so it’s not going to cost you a lot to offer it.

Bells and Whistles

Customers want easy access, and today’s technology provides the means to make life easier for them in a variety of ways. If you don’t have a website, you need to get one because you’re missing out on a lot of business and it needs to be user-friendly and professionally designed to reflect your company image.

Value for Money

This is always a high priority for consumers. You can offer the most incredible service in the world, but if people can’t afford to use you, then you won’t be in business for very long. And value for money doesn’t just mean the lowest price. Customers want to feel like they are getting the best value for their dollar in light of the service they are receiving.

Appreciation and Recognition

Every customer wants to feel special and it doesn’t take much to provide small gifts and incentives that help to build loyalty and encourage repeat business. This can include anything from a free cup of coffee with every five cups purchased to discounts for locals or members or a simple handwritten thank you card. They don’t cost you much and are one of the things that will keep customers coming back and show that you care.

The WOW factor

For us, the WOW factor means giving customers the things they really want from a service provider, over and above the actual service itself.

Having regular contact that creates an emotional connection or bond is what builds a lasting relationship with your customers.