Customer Experience

Incorporating Love Languages into Customer Service

How can you love your customers in a way that makes them feel known?

Source: SFIO CRACHO / shutterstock

Sure—it sounds a little cheesy to insist you should love your customers. But without your customers, you wouldn’t be in business. You depend on them to provide for you and your employees, and if they were to suddenly go away, your company would no longer exist. So you should love them like a friend, or at least like a person you have respect for and are grateful for. But how? It’s not like you’re going to send them mushy valentines or take them on a date!

The five “love languages” are tools that are often used among friends and family members to ensure that both people in a relationship feel cared for and known. Different people respond best to different love languages, but they are all important in their own way. Here are a few ways you can incorporate each love language into your customer service strategy.

Words of Affirmation

Words of affirmation: letting people know how much they mean to you verbally.

  • Let customers know how much they mean to you by regularly expressing your gratitude.
  • If you work in 1-on-1 services, make sure customers know how excited you are about their progress or the changes they’re making in their lives.
  • Congratulate them for making a decision to better themselves, their home, their business, etc.

Acts of Service

Acts of service: demonstrating your care through acts for others.

  • Volunteer regularly in your community.
  • Make sure your company is seen at local events, whether it be as a sponsor or a participant.
  • Go above and beyond to make sure every customer is taken care of during customer interactions.

Physical Touch

Physical touch: hugs or other physical signs of affection (obviously, this requires discretion in a workplace.)

  • Offer firm handshakes.
  • Make sure your body language demonstrates that you’re paying attention to what customers are saying.
  • Keep consistent eye contact.

Gifts

Gifts: showing appreciation through presents.

  • Provide discount codes for customers who have previously purchased from you.
  • Have a refund plan for people who are dissatisfied with your product or service.
  • Create a customer loyalty program that keeps your most loyal customers in the loop with special offers, promotions, or freebies.

Quality Time

Quality time: spending time in the presence of people.

  • Don’t make customers feel rushed when they call in with a question.
  • Always ask, “Is there anything else I can help you with?” before they leave.
  • Have business hours that work for your ideal customer base.