We all love great service when we are buying something, whether it’s a product or a service. If the “seller” takes an interest in us, or goes the extra mile, then it makes a massive difference to our whole “shopping” experience and we are more likely to return to buy again and recommend to our friends 🙂
At Popdance, we love to give excellent customer service – we work hard at it and we value all feedback, which helps us to give the best service possible.
Check out our 5 simple things you can do to give EXCELLENT customer service:
Value your customer
They are your bread and butter, they are your ticket to getting the life you want through dance, they are human, they are and should always be valued.
Of course, you are going to have situations where you don’t always agree with your customer, and you must always remain professional, but do you know what? We’ve found that some of our best advocates for Popdance are customers who gave feedback, whether it was good or bad, and we acted appropriately and quickly, turning customers who may have thought their feedback was a complaint into a customer who was surprised at the fact we cared what they thought and wanted to rectify things to make that customer happy.
We are not saying that we go against our principals, but we are saying, do listen to your clients feedback, and amaze them by showing that you care about sorting it out!
Communicate with your customers
Nobody likes to be ignored! And, customers can’t “buy” what they don’t know exists. So regular, consistent, valuable communications are essential for fabulous Customer Service.
Reminders such as “don’t forget your bottle of water”, to “looking forward to seeing you at class tomorrow”, to “ooh we noticed you weren’t at class yesterday, is everything ok” – all make customers feel valued and wanted.
Ask for feedback
We used to shy away from this in the early days – afraid that people would say things we didn’t want to hear! But now, we want to hear it all. We love feedback. It helps us to understand what our clients want, what they like, what they don’t like and gives us ideas on how to grow, improve and make Popdance the best it can possibly be.
The Package
We all love Apple right? We all love how the shops look, how they package their products etc. so how can we translate that into what we do? By going the extra mile! Something as simple as a postcard out to a customer saying “thanks”, thanks for Popdancing with us – we love our Tuesday morning classes with you. Or, when you send out party invites, we package ours in a postage box, with tissue paper, invitations, a Popdance sticker and a postcard saying “thanks for booking your party with us” – everyone loves something in the post.
These little things make a big difference and people do remember them.
Data
We all know how important it is to keep up to date contact information for our clients – but it’s also invaluable to keep any additional notes too, such as upcoming birthdays (you can send a birthday message prior to the date suggesting a Popdance party), you can also send an email on their birthday wishing them a fab day (little touches make a difference).
Plus, things like information on whether they’ve been to your classes before, if they’ve been to camps, if they’ve had a party – all this info helps you to tailor specific emails and communications with them, making it more personal, i.e. Hi Dawn, Hope you are well. As Daniel came to our summer camps, we wanted to let you know that we are running a Halloween Camp on Weds 27th October – we are inviting all previous “campers” before we open the doors to the rest of St Albans ……”
We love great customer service and your clients will too!
We’d love to know what you think of these tips and if you have any to share with us on great customer service you have experienced – give us a shout at info@popdance.co.uk
If you would like to find out more about working with Popdance – get in touch with Sue at sue@popdance.co.uk
Happy Popdancing!