5 Customer Service Habits That Keep Clients Coming Back
These five habits are the difference between one-time transactions and long-term partnerships.
1. Respond Quickly, Every Time
A fast response shows you care. Whether it’s a question, complaint, or compliment, timely replies build trust and set the tone for the relationship.
Action Tips:
- Aim to respond to all client inquiries within 24 hours or faster.
- Use auto-responders to acknowledge receipt, then follow up personally.
- Track response times and strive to improve them.
2. Make It Personal
No one likes feeling like a number. Clients want to know you see them, know them, and value them.
Action Tips:
- Use their name appropriately, reference past interactions, and tailor your suggestions.
- Send birthday notes, client anniversary emails, or personal thank-yous.
- Avoid generic, robotic messages; speak human-to-human.
3. Listen to Understand, Not Just to Reply
Authentic listening isn’t passive; it’s active. The best service providers don’t assume; they ask, listen, and clarify.
Action Tips:
- Let the client fully explain before offering solutions.
- Paraphrase what you’ve heard: “So what I’m hearing is…”
- Take notes during conversations and refer to them in follow-ups.
4. Go Beyond the Basics
Surprise and delight. When clients feel like you’ve done more than expected, they remember and return.
Action Tips:
- Offer a helpful resource or bonus insight after a meeting.
- Deliver ahead of schedule or throw in an unexpected upgrade.
- Follow up with a “courtesy” phone call when they’re not expecting it.
5. Own Mistakes and Fix Them Fast
No business is perfect. But the best ones take full ownership, communicate clearly, and resolve issues without drama.
Action Tips:
- Apologise genuinely when things go wrong and don’t make excuses.
- Explain clearly how you’ll fix it and follow through.
- Ask: “What would make this right for you?” and act on it.
Final Thought
Customers will never forget how you make them feel. By developing these five habits, you’ll solve problems and build trust and loyalty. When your customer service feels personal, reliable, and above expectations, clients won’t just return; they’ll become fans and bring others with them.
If you would like my help improving your customer experience, please call me on 020 8337 5937 or send an email to gary@garymorgan.coach
Please find out more about my customer service training here.
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