Listening to your customers isn’t only about hearing their problems or scheduling a comfortable appointment. It is about connecting with them. It is about paying close attention to their needs, issues, expectations, etc. that they may not convey to you directly. 

Listening to your clients and using their feedback to improve your processes can make them feel special. Addressing their needs reduces the churn rate and improves brand loyalty. And, it helps you identify upselling and cross-selling opportunities! 

Here is what you can do to engage in delightful conversation with your customers- 

• Be patient when talking to your customers. Do not interrupt, do not try to explain or justify. Just let them finish. When you let them talk as much as they want, they tell you everything they have in their mind. And, you need these details to know what you lack. 
• Let them compare you with your competitors. Although it might sound rude, your customers are your best critics. They are honest about their opinion. They can help you identify the areas where you need to work to become better than your competitors. 
• Thank them for their feedback and assure them you will work on these areas. And, when you have done that, inform them about the changes. Email or message them and offer them some discount as a token of appreciation. This will help you create more meaningful conversations with them. 

The problem with listening is, customers are not always willing to talk. So, you need to come up with ways that help them express themselves freely. You can conduct surveys, send feedback forms, have a satisfactory machine at check out, and have some smart employees on the front desk who know the art of making people talk.

More information: https://www.significantgps.com
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Franne McNeal: https://www.linkedin.com/in/frannemcneal