Above & Beyond Customer Expectations - Sylvester Louis Castillo

Now that you’ve gotten your most loyal and interested customers to sign up for your SMS program, it’s time to show them what your brand can really offer.

Get to know your consumers

Take that personal touch SMS allows you to the next level, and show your shoppers how much they, individually, matter to you. Get to know them, not their buying habits or their order history, but who they are. 

• Reply to any SMS inquiries with their first name, without asking for it in the interaction. You have it on file, put it to use. Eventually you will begin to remember them naturally.
• Engage them in small talk, such as asking them about how they use your product, and remember to bring it up in later engagements, such as offers for those specific interests. Show that you remember them, and that they made an impact on you
• Know your product inside and out. You are the final level of customer service, the pinnacle of what your brand offers, and if you don’t know the product, then your customer won’t trust you
• Believe in your core brand mission and what you do. The highest quality service has the highest quality expectations, and SMS interactions are no place for you to be lackluster and disengaged.
• Follow the most basic rule of both customer service and human behaviour; treat them like you would want to be treated

At the end of the day, your customers aren’t just a set of data points, or profit margins, or conversion rates; they’re people, with their own cares, concerns and presumptions, and it’s incredibly important not to lose sight of that. Be interested in them, be patient with them and be available for them, and they will never forget your brand.

If you'd like to check out Beardbrand's SMS membership and talk to Sylvester, just text STYLE 512-879-3297

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