Every established generation in history has had trouble adapting to the upcoming one and the changes they bring forth. Millennials are no exception, and depending what generation you identify with, you might not be comfortable with the way they operate. However you might feel about them, though, they exist, and they need to be accounted for.
A bit under one fourth of the US population can officially be considered a millennial, and they represent a huge chunk of the market which any business-savvy leader needs to consider when projecting to the future. Eventually, they are going to be the bigger market so you should be ready for them. This is the crowd you need to please if you are going for the long run with your business and here are a few ideas on how to get to them.
1. Get to know Millennials
Millennials, born between 1980 and 2000, were raised on the internet and mobile devices - they cherish companies that please them but are also cost-conscious and tech-savvy. They earn less than gen X-ers and baby boomers, but will readily adopt what is new as long as it is good.
2. Know your service or product
We get it - the faster you take care of a client, the sooner you can get to the next one. But Millennials have many questions, and will need you to be able to answer them. Train the people working with you so they can provide basic knowledge, and even suggestions on how to best use or acquire your services
3. Make thing easy
Millennials don’t care for a sales pitch, nor do want to be talked into or out of anything - they likely already know, and they researched it before even showing up at your firm. Millennials care about values such as convenience, ease of use and getting things done quickly, so they can move to the next thing. In order to improve customer experience, this is a key aspect to keep in mind: your input should make things easier for them, and you need to be sure you do not stand in their way.
4. Be trustworthy
As opposed to previous generations, Millennials will readily embrace your brand and do great things for awareness like rate you and recommend you to their friends. In exchange, you just need to be trustworthy, realistic, and keep their expectations in check. Be upfront, do not exaggerate virtues or shortcomings, and make sure they get exactly what they expect. You will be thankful for it.
5. Speak their language
The millennial crowd grew up along social media, and communicate with their peers through it. Be present on the usual channels like facebook, twitter, and instagram, but use them to provide actual, insightful information without coming off cringey. Also, if your website does not provide enough information, expect their calls. Have a virtual receptionist on your end on a business answering service if you can not pick up because they are going to be annoyed if you can’t readily answer their questions.
Remember that most of all, time is of the essence.