Build The Reputation Of Your Small Business on Excellent Customer Service
If you are a small business that is just getting started out, you might realize that, even with a great product and a good support network, that you are not sure how to distinguish yourself from the bigger and more established players out there? How are you going to compete with people who have been in the business for a longer time and have a catalog that makes yours look tiny in comparison? The truth is, the best place for you to compete with larger and more established businesses out there is in the realm of customer service.
Essentially, customer service for the small business in question is a matter of giving every point of contact that you have with your customer a personal touch. No one likes to be treated like a number rather than as a person, and this is the simply the choice that big business has to make, given the fact that it services so many people. You, on the other hand, have a great deal more flexibility. You can get familiar with the client in question without worrying about ‘company policy’ and you can really take their concerns and their questions to heart.
When you are thinking of providing great customer service, remember that the better that th customer can associate you with the product, the better chance you have getting them back for repeat business. When you ship something off, think about including a hand written note of thanks. Include free gifts that you think they would like based on their purchase, and you’ll find that there are a great many small things that you can do to show them that you are someone who really thinks about their customers.
You can also follow up with them to make sure they got everything they need. In the event there are any complaints, you need to address them immediately. When there is any level of dissatisfaction take time to consider the circumstances that lead to it. Whenever you can fix it, even if you’re not directly at fault, fix it and make sure they understand that their satisfaction is of extreme importance to you. If you put the work in you can turn an unhappy customer into a happy one.
When it comes to providing excellent customer service, never make promises that you cannot keep. Always air on the side of caution, if your customer wants a time frame to complete a project, give it to them, but make sure and allow enough time so that you can get it done. If you get it done earlier, well then that’s a bonus. It is always better to under promise and over deliver.
Remember that as a small business that you can provide a level of support and customer care that a large company cannot match. You may have fewer clients, but make sure that the ones you have keep coming back for more!
Did you know that 68% of people will quit doing business with companies that have poor customer service? Learn the keys to good customer service – get effective customer service tips at http://hubpages.com/hub/How-To-Give-Great-Customer-Service
- Kale McClelland
