4 Types of Customers & How to Treat Them: Tips & Examples
Customer treatment and satisfaction affect the bottom line of any business, but we often have trouble identifying the different types of customers we encounter. It’s important to know what type of customer you’re dealing with so that you can increase their satisfaction as well as your own bottom line.
When it comes to customers, it can help to separate them into four types: The Complainer, The Visitor, The Loyalist, and The Promoter.
#1. The Complainer
To create a welcoming environment for customers, be sure employees greet customers positively. Employees should make eye contact and ask questions about their day or what they’re looking for today. Some customers will be disappointed in services or have a complaint.
Deal with angry or demanding clients by listening to their concerns without interrupting them. While the customer might be rude, they may be addressing a legitimate issue with a product or service.
Do not take their complaints personally; this will lead to defensive reactions and only make the situation worse. Consider the client’s point of view before you respond. Is it reasonable? If so, apologize and offer to make things better within your means.
If their complaint is not reasonable, hold your ground while trying to resolve any misunderstandings or issues that have arisen. Ask for their contact information in case there is a need to follow up via email or phone later on. Providing stellar customer service even to difficult customers will help your bottom line.
For the most difficult of all types of clients — those who have been unsatisfied in every way possible — thank them for their time and let them know that you will do your best to improve your business practices in the future. Trying your best to meet your customer’s needs is important, but some customers cannot be satisfied.
#2. The Visitor
While this type of customer might not purchase something, you can still learn from them. It is important to find out how the customer found you so you know what marketing methods are most effective in attracting visitors.
Always welcome customers and provide a positive atmosphere. However, if your store is getting a lot of visitors but conversion rates are too low, it is possible that you are not value selling. This might mean you are attracting customers that are not interested in your goods or services.
This also holds true for online customers. If they found your webpage via a search engine, make sure that what is written in your content and meta title keyword tags are consistent with one another so that those who search Google for keywords related to your business find your site at the top of their list.
Be sure not only to optimize titles but descriptions as well — be specific about what it is exactly that people will get if they visit your website! This ensures easier navigation for visitors as well because there isn’t anything left open to interpretation.
If someone just stumbled across or clicked onto the link from another source like an email, try connecting with them by asking why they landed on this particular product or page. You may find that they are interested in a certain product, but the category it is listed under doesn’t actually cover what they want to buy or something else entirely.
If someone contacts you with questions about your website, don’t be afraid to send over some information on how to use your site and make their experience better than it was before. If there’s an issue with navigating the pages of your content, suggest that they try contacting customer service so that their issues can get fixed right away.
No one wants to feel lost when visiting someone’s store, and the same holds true for online stores.
The best way to get customers is with great customer service. Monitor visitors and see what convinces them to purchase your product. The more you know about your target audience’s desires, the better able you are to serve them and keep them satisfied.
#3. The Loyalist
This type of customer is the one who will buy anything that you put out there, no matter what. When an unhappy but loyal customer complains, apologize profusely and ask how you can make it up to them.
Keep loyal customers with excellent customer service and learn from their opinions. Loyalists are going to come back time and again for more, and they’ll be loyal to your products or store whether it’s an exclusive product or not.
For example, someone could have a favourite CBD brand even if their current favourite doesn’t release new items every month or always carry their favourite CBD flower. However, because this person loves everything about the company — from how quickly things ship to free samples sometimes thrown in with orders — then they’re still considered loyal customers!
Treat them as such by offering these perks: discounts on future purchases or gifts at holidays like Christmas or birthdays (i.e., a loyalty card).
The best way to treat a loyal customer is to offer them something that’s going to make their experience just a little bit better than what they’re used to. A small gesture could be the difference between someone coming back or not, and it makes all the difference in the world for some people.
#4. The Promoter
Advertising can go a long way, but having previous customers tell their friends and family about your products will contribute to your bottom line. When someone you trust recommends a product to you, it puts some of the risks on them and makes your decision easier. Customers are influenced by others in their social circles.
Promoters are loyal to one specific brand or company because they feel a personal connection with that particular product or service. It’s important to make sure promoters know how much their opinion matters by delivering an excellent customer experience every time.
If someone refers other customers to the company, it’s worth sending them a thank-you gift card or other small tokens of appreciation. A simple thank-you email from a customer support specialist can go miles in making someone who has been supporting your company for years feel appreciated and valued as part of the team.
A good way to put this into practice is by sending out surveys periodically so you’re able to stay close with these customers and ask what they think about recent changes, upcoming products, or other updates that may be relevant to their needs.
- 4 Types of Customers & How to Treat Them: Tips & Examples - June 24, 2021
