With the world still battling the coronavirus pandemic, life hasn’t quite returned to normal even though the lockdown has been lifted in many areas. Measures like curfews and social distancing have replaced the total lockdown and droves of people are still staying home as much as possible.
For fashion entrepreneurs, this means that business will not go back to normal just yet as clients are still wary of getting too social. In this time though, the customer service your fashion brand offers clients should not suffer.
“Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers there is no company!” -Connie Elder
There are ways to still maintain premium customer service even though you cannot physically communicate with most of your clients. Below are 5 ways to go about it;
1. Stay Calm:
Yes, your fashion business has been greatly impacted by the COVID-19 pandemic and yes it is only normal to stress over it, but remember to stay calm. After all, what can worry do for your business other than magnify the problem in your eyes.
At this time, it is important to take care of your physical and mental health properly. Talk to friends and those that can help on strategies to apply to your brand to keep it running in this period. No one knows when all of this will come to an end so planning ahead will definitely help you business.
With a calm mind, it’ll be so much easier to maintain premium customer service.
2. Let Customers Know What You are Doing to Limit the Spread of the Virus:
I know many people do not want to talk about the pandemic, but if you haven’t done so yet, you should let your clients know that you know what’s going on and you care. You can send emails to assure them that you are dedicated to protecting their health and that of your employees, and, if you make face masks, you should also let them know.
Just let them be able to connect with your humanity and your brand on a new level.
3. Increase Your Social Media Presence:
With your clients spending more time on social media as a result of staying home more often, you should give them more of you. Your social media platforms can be used to share information with your clients.
Give them a quality experience with your brand in a way that shows that you care about them. Do what it takes to make sure you show up in their news feed with relevant content to show that you have them in mind. And also, let them know that your brand is still available to provide fashion items to them.
4. Focus on Serving your Customers Through Digital Channels:
If you have an online retail store, remind customers that they can still shop for their favourite items on your website. It can help to offer social media giveaways to encourage them to patronise your fashion brand.
Your fashion brand might already offer phone and email support, which is good, but now is the time to increase your customer service capabilities and ensure your clients can reach you regardless of where they are. In addition to communicating with them via instant messaging platforms you can also offer the option of video conferencing through Skype or Zoom.
This will help your clients feel like you care and give them a face-to-face feel even though they aren’t physically with you. For clients that might still want to come physically to you, make it easier for them by registering your fashion brand on Google My Business.
5. Maintain and Improve Your Customer Relationships:
To maintain and improve on any relationship, communication is important. This is the same between you and your clients. Communicate frequently with them through the media available to you, and them.
On your social media platforms, deliver content that is relevant to your clients and that can solve their short and long term challenges. Also, when they communicate with you via any channel, make it a priority to respond on time via that same channel. Never procrastinate replying to a clients query.
These 5 tips can help you deliver premium customer service to your clients while still make your clients while still keeping you in their minds.
Which other ways have you been able to maintain great customer service post lockdown? Please share your thoughts with us in the comments section below. Don’t forget to hit the like button if you enjoyed this read 🙂.