Do you make it easy for customers to interact with your business? Your phone number and email contact should be easy to find with all communications. Customers do not want to work to contact you, this means answering their phone call and responding to emails timely.
This is hopefully an easy one for all of us. Don't make a promise that you can't keep. This includes deadlines, quality of the final product or service, etc. If you consistently and reliably meet or exceed someone's expectations, a customer for life you will make.
3. Be the most helpful person they have talked to all day
Try to go above and beyond with your interactions. If there is something that you cannot help with or provide, instead of just saying "Sorry I can't help with that", try to find a solution. This is a great time to build referral networks to help other business owners!
4. Make sure customer complaints are dealt with promptly
This is often neglected in business. If a customer is unhappy, they are going to tell everyone about it. You have to deal with this quickly and typically only get one shot. Even if the issue will end the business relationship, make sure to leave things amicably. Have a system in place to follow up and deal with customer issues. This is the mark of a truly great business.
5. Create systems for everything
Many small business owners work themselves into a job. Although it may be fun for awhile, this gets old very quickly. I highly suggest everyone read the book E-Myth by Michael Gerber. It explains how systems can benefit a business in the short and long term. Following a consistent and reliable plan will always lead to a high level of customer service.
6. Acknowledge your customers
How about a customer loyalty program or appreciation event? A small appreciation gesture can go a long way in asking your customers for the much needed referral. They must know they are always top of mind.
I hope something struck a chord here and this proved beneficial!
Brought to you by Vincent Tocco with Front Office Staff Camelback
Front Office Staff can assist with your great customer service plan. We make sure every time a new or current customer calls your business, the phone is answered by a professional, happy, and helpful person. Let us build your customer loyalty!
“When I am working on a job or out making sales I can’t answer my phone and I know I have lost jobs. Callers responding to my ads don’t leave messages, they call my competitors. Since using Front Office Staff my sales have increased close to 20%.”
Aaron Whitfield, Diamond Carpet Care and Repair