You have probably heard the phrase, “the customer is always right”, all of your life. We both know that realistically the customer is not always right, but in order to stay in business you have to treat the customer as if they are always right.

A small business relies on their customers being loyal. Customers who are happy also recommend businesses to their friends and family, so one happy customer has the potential of turning into many happy customers. On the other hand, one unhappy customer can potentially harm your business.

Over the course of time you will develop methods of handling customers and difficult situations. The following tips should help you to establish your methods of keeping customers happy.

Greet each customer as they walk in the door.

If you own a brick and mortar business then make a habit of greeting each customer as they walk through the door. Even if you are busy doing another task you can say hi when you hear the door open up. When someone is leaving the store be sure to say goodbye even if they did not purchase anything.

Offer help but do not be pushy.

Always ask people if you can help them find something, but do not follow them around and try to micro-manage their browsing.

Make yourself available.

Running a business is very time consuming, but you have to remember that without the customer there is no business. Make sure that you are available for your customers to talk to if they have a problem. Paperwork should never come before interaction with a customer.

When a customer complains really listen to them

The one thing that an unhappy customer or client really wants is for someone to genuinely listen to their complaint. When they are telling you about a problem they have experienced be sure that you look them in the eye. Devote complete attention to them and what they are saying. Do not interrupt them; if you have a question ask it after they have finished talking. Express regret that they feel the way they do. Do not admit guilt, simply express regret that they are unhappy and try to offer a solution that will make them happy again. You might even have to take a slight loss in order to make the customer happy, but 89% of people who are treated in a manner they consider to be fair when they file a complaint to a business they will return to the business to do business again, and will tell at least five people of the positive experience.

Ask for Customer Feedback

You can put a suggestion box in your premises. You can use social media pages, and you can personally talk to the customers in an attempt to get their feedback. Ask them how you can improve your service, and try to implement as many of the suggestions as you can. You have to find out what the average customer wants in order to be able to serve them properly.

Warn Customers of Changes

If you know that a price increase is about to happen, or you know that you are going to stop carrying a certain item or service, tell your customers as soon as you can. If they are prepared for the change they are less likely to be upset to the point that they take their business somewhere else. You can also tell them about good things like upcoming sales. This interaction will be seen as you trying to make their lives easier and in return they will shop more often at your establishment.