It’s a hot Saturday morning that’s about to get much hotter. You’re hungry, and all you want is some breakfast with a side of air conditioning.You head to your local diner in search of pancakes, only to realize that everyone else in town has had the same idea. Throw in a few screaming babies and a T-ball team or two, and you’ve got a recipe for disaster. Sound familiar? Odds are good that those babies and the underfoot mini-athletes aren’t helping anyone’s patience, least of all the owner’s. It’s no surprise, then, that the poor woman repeatedly shouts at everyone to be quiet and remain in the waiting area. Her outbursts leave customers stunned and parents irate.
No one wants to see this kind of thing happen, but similar scenes play out around the world all the time. Tensions run high, stress overflows, and in the end, customers are lost.OwnerListens can help your business avoid those losses by establishing instant messaging channels so you can communicate with your customers and minimize stressful situations for everyone.
Here are just a few examples:
- When Mom and Dad realize it’s time for their tot to take a nap, they can text you for their check and escape before a tantrum ensues.
- The coach of your local T-ball champs can shoot you a message once their game is over so you can get an extra-large table and milkshakes ready for everyone.
- Customers that know they’re in a hurry can text in to-go orders and let you know when they’ll be in to pick them up.
- Once your crowds have died down, you can check back in with your customers and make sure they had a great experience.
Instant messaging gives you an efficient way to communicate with your customers in real-time.Babies will cry, kids will get in the way, and customers will get impatient. You can’t do much about other people’s behavior, but you can take steps to prevent minor hiccups from becoming more frustrating situations. You won’t get a second chance to make a first impression with new customers – preventative measures will help make sure that impression is a good one. Remember, losing a customer isn’t a single event, it’s a loss of all future revenue that person could have brought your business. (for loyal customers, that may add up to 10 times the value of their original purchase)¹.
If you have more ideas about how businesses can use instant messaging to ease tensions with customers, be sure to share them in the comments below.
¹ Source: White House Office of Consumer Affairs