Customer service is not a new concept. Catering to perspective buyers is as old as capitalism and generally speaking, the better the customer service, the easier the sale. With the onset of online shopping, auto-responders, and chat bots, it sometimes seems as though customer service is becoming a lost art.
In fact, businesses that maintain customer touch points and are intentional about their customer experience outshine businesses that rely on outsourcing or automation. In the fast-paced world of modern sales and support, using a retro approach for customer service could set you apart and increase sales.
Here are three old-fashioned customer service standards that every business could benefit from:
1. Know Who Your Customers Are
There was a time when business owners knew their customers by name. They knew about their families, important dates, and what their orders were. To the extent possible, find ways to know your customers on a one-to-one basis. Find ways to remember something about them and their preferences as they pertain to your business. Create opportunities to engage, reward, or connect with them. As a rule, people like people who like them. When your customers feel seen, and welcome, they will repeat their business.
Some old-fashioned and timeless ways to make your customers feel known include:
• Using their name
• Complimenting them on something specific
• Asking them about their day
• Engaging in a timely conversation
• Looking them in the eye
2. Follow through in a timely manner
Account managers, business owners, and other professionals often manage multiple sales at once. Sometimes this requires asking a customer to wait. Effective and old-fashioned customer service practices include swift action and responses, including touching base with updates. Keeping customers in the loop, tying up loose ends, and ensuring they aren’t left waiting and wondering can help build the know, like and trust factor and brand loyalty.
Some old fashioned and timeless ways to follow up include:
• Alerting customers when you are out of the area or unavailable and when you’ll be back
• Returning emails and voice mails in a timely manner
• Connect after the sale to inquire about any questions or concerns
• Send thank you notes or other follow-up correspondence
3. Use positive Body Language
The power of a smile and direct eye contact is amazing. People notice when their presence is welcome and they definitely notice when they feel ignored or unimportant. Using powerful and positive body language can help increase comfort and build rapport. People can even sense the power of a smile through the phone.
Some old fashioned and timeless ways to use positive body language include:
• Looking people in the eye
• Nodding your head when listening
• Leaning into a conversation
• Avoid crossing arms
• Do not stand over someone who is sitting
• Using inviting/positive hand gestures
Sometimes old school trumps the modern way of doing things. Use these and other old fashioned customer techniques to gain and keep your customers happy.
