Customer Service That Keeps Them Coming Back

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Customer Service That Keeps Them Coming Back

By Chakisse Newton, President, Cardinal Consulting, LLC

Can an organization without paying customers teach you how to interact with your customers better? Absolutely.

The Richland County Public Library (RCPL), my local library system, can teach you at least five ways to keep your clients coming back and make them glad they did:

Customize for the Customer: Make sure that you know your target audience and that you customize your offering for each buyer persona. RCPL has an extensive collection covering almost every genre of literature imaginable and has resources that target the key groups in the community.
Offer Options: Let people interact with you in different ways. This offers more opportunities for potential customers to find you and more reasons for existing customers to stay with you. In addition to books and movies, RCPL offers internet access, free classes for adults, children's programs, book clubs and much more.
Make it Easy to Use Your Services: RCPL doesn't stop with helpful employees at its branches. RCPL offers internet chat with librarians, online access to the catalog, and home access to research and databases. You can also request (online or by phone) to have books pulled for you and sent to your local branch. Automated phone and email notices let you know when you have items to pick up or that need to be returned.
Take Requests: Empower customers to ask for new services they want. If RCPL doesn't have an item you need, you can submit a request and the library will order it for you.
Provide Personal Services: Occasionally suggest additional services or resources your customers would enjoy. From books and movies to activities, my local librarians frequently suggest resources for me to enjoy (and bring me back to the library).
Give a call to action: Every time you speak to an individual or a group, you have a purpose. End your presentation by asking your listener to do something. Whether you want them to change a behavior, adopt a new point of view or buy your product, don't end without giving a clear call to action.