A relationship isn’t just a one-way broadcast (if it is, those are good grounds for a breakup). A relationship, by definition, is a two-way interaction. Any strong relationship begins with both sides being present, doing things together, and getting to know each other.
Customer-business relationships are no different. Each interaction with your customer should be viewed as a chance to answer their questions, provide distinctive service, and most importantly get to know them better.
But what happens when a customer wants to ask you a question at 10:30 p.m.? And how do you provide great service to everyone in-store, manage all bookings, implement changes, respond to incoming questions, and painstakingly record every detail from every interaction…all at the same time?
Of course, there’s no substitute for face-to-face interaction with customers, but you actually can be everywhere at once if you put the right tools to work for you.
When you make your business book-able via mobile app, and then put that capability into the hands of every customer with a smartphone, you can focus on your face-to-face interactions while your app handles routine functions like answering questions and scheduling customers.
While you work on getting to know your customers better in person, your app can improve your customer relations overall in six helpful ways:
1. ENSURE YOUR BUSINESS IS ALWAYS PRESENT
One of the best ways to encourage customers to think of you when it’s time for their next appointment or class is to have a presence where they’re already spending time. We’re in a day and age where customers are spending over three hours a day actively on their phone, and nobody ever leaves home without it. Being literally on the phone is a great way to stay at the forefront. Having your company logo there on the mobile screen reminds people that you’re available whenever they need your services.
2. MAKE YOUR MENU EASY TO ACCESS
Even if customers remember you, they probably haven’t memorized your menu of services. They likely remember their favorite feature, but do you have something new to offer them? Or something specific they need right now? One of the first things all customers look for on a booking app is a list of services or classes available. Unlike a phone call, which is a time-consuming way to learn about everything you offer, your booking app can deliver on this request with a single tap.
3. ALLOW CUSTOMERS TO LOOK UP OPENING TIMES
Before any booking is made, customers want to see if there’s a convenient time that works for them. This is your booking app’s chance to shine. Think about how you might book something for yourself. You want to look at a number of different times, potentially on different days. Your plans change, and you may need to look at your options again. Your booking app enables customers to check availability as much as they want, as often as they want—on their own time.
4. BE BOOKABLE RIGHT THEN AND THERE
Of course, the main function of the app is to make bookings. That’s the job they’re “hiring” your app to do. Often a customer will go to a directory, or even a business’ website, only to find out there’s no way to book remotely. By making your business bookable in your app, customers can always reach you 24/7 to get the job done.
5. LET THEM GET TO KNOW YOU THROUGH PHOTOS AND POSTS
There are millions of businesses in the country, but none quite like yours. You do things a little differently. The feeling customers get when they walk in is uniquely yours. You’ve put a lot of effort and money into making your business different from the rest. It’s this difference that forms much of the basis for the relationship with your customers. Aside from physically walking through the door, one of the best ways to see how you’re different is through the photos and comments you post about yourself. Your booking app puts these right in your customers’ hands, without making them head over to another website.
6. GET TO KNOW THEM
Customers tend to go back to where they feel taken care of—where they’re greeted as individuals by name when they walk in, where their preferences are remembered. Your booking app automatically collects and remembers these details about each customer, and puts them at your fingertips.
Today, with a mobile app, you really can be everywhere at once. Make sure your app is helping you move your business forward.