Why Happy Customers Are Important for Your Business Success

December 9, 2019
Customers

You’re an expert in your moving business, but have you mastered the art of customer relations? Providing a positive customer experience is necessary for your brand’s reputation.

A great customer experience can generate positive social proof for your moving business. Strong customer reviews are often the first thing prospective clients look at when selecting movers.

The Importance of Customer Relationships for Your Moving Business

Customers are the mainstay of your business because they buy the services and products you offer. Online, satisfied customers can have a direct impact on new leads, sales, and repeat business.

Using a CRM can save you hours of time by automating your processes in one central location. The Network Leads CRM enables you to organize and track your customer interactions, schedule email campaigns, and more.

Putting systems in place to take care of your customers will help you build a brand with a reputation for providing an exceptional customer experience. That reputation will increase your online traffic, search rankings, and encourage great customer reviews.

Focus on These Three Components to Impress Your Customers:

1. Deliver Outstanding Customer Service

2. Obtain Authentic Customer Reviews

3. Maintain and Nurture Customer Relationships for Superior Customer Experience

1. Never Underestimate the Importance of Great Customer Service

Moving, whether cross-country or just around the block, is often viewed as a stressful event. Your customers must trust you with their most precious belongings. If you help the moving experience to be successful and as stress-free as possible, you will create customer loyalty and a great reference for your business.

Important Elements of Excellent Customer Service:

Listen to the needs of the customer.

Customers often feel anxiety about an upcoming move. Listening to their concerns is frequently all that is needed to manage a problem. If action is necessary, make sure to follow up with the customer and confirm that the issue is resolved.

Communicate.

Keep your customers informed every step of the move. Let them know upfront what to expect, and give frequent updates as the moving date arrives. Sending updates is easy using premade email templates found within the Marketing section of your Network Leads software.

Be professional.

Wearing uniforms instills trust. Have your company’s logo on all trucks. Be punctual.

2. Obtain Authentic Customer Reviews

Positive online reviews can have a huge impact on your business.

More Customers and Leads

When prospects are searching for a moving company, the first things they look for are opinions by customers that have used your business in the past and rankings on review sites.

This is great for your business because when you have many positive reviews it builds buyer confidence. You can construct a beautiful website and have impressive social pages, but great customer reviews and positive word of mouth will actually sell your moving services to others.

Increased Brand Recognition and Visibility

The more customer reviews you obtain, the more social proof you build online. This can help you rank higher on Google. Encourage your satisfied customers to leave positive reviews on your Google My Business page.

Make it easy for your customers to leave reviews for your business. You can provide links in emails. You can add a form to your website, provide the Yelp link to your listing, and encourage reviews on your social media pages. Use the Yelp “Request a Quote” feature to respond to your customers.

Stay on top of your online brand reputation by actively monitoring and responding to reviews and social media comments. Not only does this encourage interaction with your business, but it also can proactively stop any problems from expanding.

What to do about Negative Reviews

It’s important to keep in mind that every company will get some negative reviews. Don’t try to hide the reviews or pretend they don’t exist. Negative reviews can help build social proof as well, especially if you handle them carefully.

Remember the importance of communication and listening to the customer. Make sure you understand exactly what the complaint or problem is that resulted in a negative review.

If you or your business was in error, admit your mistake and offer a solution or explain how you will correct the problem. Reaffirm that you value your customers and appreciate the feedback so you can improve. When you handle a complaint in an honest, open way, it can help transform a potentially harmful situation into a positive reflection of your business values.

3. Maintain and Nurture Customer Relationships for the Best Customer Experience

Thanks to the internet, it’s never been easier to develop, nurture, and maintain customer relationships.

One way to do that is through the use of a CRM for movers. This will keep you organized and enable you to plan your customer interactions right inside your dashboard. All customer contact information, scheduled moves, and messages are easy to find within the platform.

Reach and Interact with Your Customers to Form Relationships:

Website - Think of your website as your online storefront. Make sure every page correctly represents your moving business. Use plenty of images to introduce your company to your customers. Make sure your website is mobile-friendly since the majority of consumers conduct searches on mobile devices.

Blog - Your blog content serves multiple purposes. You can use it to help your customers and educate them about moving in general and what your business offers. Great content will help your moving company appear higher in search engine results.

Your blog can establish your moving company as an industry thought leader. It also is critical for forming customer relationships because readers begin to feel like they know you. When your customers know you, they develop feelings of trust and loyalty.

Social Profiles - Studies show when customers interact with your business on a social network (like your Facebook Business Page) they are likely to recommend your business to others. You can engage with customers and leads, teach them about your moving company, and gain trust.

CRM - Send emails, marketing campaigns, and monitor your customer interactions. Use email templates to save time and create professional results. Always include your logo to reinforce brand identity.

Happy Customers = Great Customer Experience = Business Success

This simple formula yields results every time. Determine what your ideal customer wants, provide the most comprehensive customer experience, maintain a high percentage of positive reviews, and chart your moving business on a path to success.

Connie Yerbic

Connie Yerbic is an San Francisco-based entrepreneur and writer specializing in online tech, marketing, and productivity solutions for businesses. She enjoys traveling and performing with her rock/metal band.

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