11 Tips to Win Your Customers' Hearts

The process of winning over a customer is very similar to a romantic courtship.

Do you remember ever switching your favorite brand of a certain product or service for one that offers you more advantages? This is a common situation, and it teaches us that to keep the customer's preference, you need to look after specific aspects of the relationship, because your current customers — and the ones yet to come — depend on it.

To win your customers' hearts, pay attention to these tips and build a solid, harmonious relationship.

1. Say “Hello” to the customer. 

   Whether in person or over the phone, the customer needs to feel that this first contact will always be pleasant. Let them know the company will always be there for them, so they feel safe and supported. A smile, a greeting or simple eye contact will make that first impression a key factor in the courtship process.

2. Pay attention to the details. 

   Keeping track of a customer's purchases and preferences can become an interesting tool for anticipating their needs and offering them solutions before they even ask. Nothing beats hearing: “that was exactly what I needed” right before closing a sale.

3. Offer excellent service. 

   A study by Be There, a company specializing in Mystery Shopping programs, found that 72% of customers are lost due to indifference or poor service. This becomes even more delicate if we leave the customer waiting forever on the phone or simply don't give them the support they need when they need it most.

4. Free samples. 

   A very useful strategy that always works well is offering a free sample or trial period. The customer will get to know your product, and if it meets their expectations, they'll take the next step. Tell the customer about the benefits of the product or service and how long they'll have to test its qualities at no cost. No one will resist.

5. Keep your promises. 

   Promise kept, happy customer. Always honor your commitments on time and as agreed. If for some reason you can't deliver on the agreed action or delivery, reach out to the customer and explain the situation, always closing the conversation with a solution. Don't forget to apologize again for the inconvenience caused — it's a small touch that creates a good image.

6. Clear language. Always speak the same language as your customer. Remember not everyone understands technical jargon, and rather than looking professional, it could confuse the person you're talking to.

7. A sensory experience. Sensory marketing works with colors, lights, scents, etc. Using it well can create a pleasant experience that encourages a sale. If you have a physical location, decorate it with appealing elements that catch the attention of your customers, and of those who aren't customers yet.

8. Listen to and resolve complaints. There's no worse advertising than a dissatisfied customer (with a smartphone in hand). Listening carefully and resolving customer complaints is the best way to earn their trust. Talk with them, find out the cause of their frustration, offer an appropriate solution, and if possible, add an extra touch like a gift or a complimentary service.

9. Share on social media.

   Posting offers, valuable information, running giveaways and trivia, or replying to comments will bring users closer to your brand. Social media has turned the traditional customer into fans or followers — die-hard supporters who are willing to defend your brand as if it were their own.

10. Offer new solutions. Something new sparks curiosity. Diversify your offer based on your line of business. Learn your customer's preferences and show them new solutions that can make their business more productive.

11. Say “goodbye” to the customer. It's amazing the power the word “thank you” has when closing a sale: it opens doors, builds new friendships, and can make the customer come back again and again for friendly service and a sincere smile.