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Good Customer Service Builds Business
Author: Alyice Edrich
Customers are the heart of your business; without them, it cannot succeed. That's why good customer service is so important.
The more you focus on making your customers happy, the more financially stable your business becomes… and that's because the happier your customers are the more likely they are to refer you to their friends, think of you when they have a need your company can meet, and talk you up via their on- and offline social networks.
As you grow your business, take the time to create good customer service by following these tips:
Be available
Offer more than one way to communicate with your customers: an email address, a telephone number, and a postal address.Get a separate phone line or answering service
If you can’t afford a separate phone line for your business, let the answering machine take the phone calls—not your children.Return phone calls and emails within 24 hours
If you discover you waste too many hours answering and returning phone calls and emails, hire an assistant or improve your web copy to help eliminate the confusion.Leave someone in charge
If you’re going out of town and must close up shop, leave someone in charge of shipping paid orders, replying to customer emails, and returning phone calls.Get customers updated on order status
If shipment is going to be delayed, notify the customer immediately. Then give the customer the option of canceling the order and receiving a refund or waiting for the delayed shipment.
And always provide an estimated arrival date. If the shipment is delayed yet again, notify the customer again. You may not like the irritation in her voice, but you owe the update and the opportunity to cancel the order.Listen to your customer
While you may not always agree with the complaint or suggestion, listening tells your customer that she is valued.Work with your customer to find a solution you can both live with
If you don’t have an answer for your customer, don’t ignore her hoping she will go away. Let her know that you’ve never encountered that problem before and that you’d like to look into it before you offer a solution.
Let her know you’ll be in contact within xx days to follow up and then keep your word—even if you didn’t find an answer.Don’t lie to your customer
Your customer will not return if she finds out that you lied to save your butt or cover up an employee mistake. If you, or your employee, goofed, be big enough to admit it. Don’t place the blame on the customer.Don’t take your frustrations out on your customer
If you’re having a bad day, ask your assistant (even if it’s your spouse or best friend) to handle all interactions with customers. It’s better to delegate than to go off on an unsuspecting customer.Price match when feasible
If a customer claims your competition has a better deal and you want to keep the customer, check out the competition’s price, product quality, and warranties. If they match up, don’t be afraid to offer a one time discount.Say “thank you”
There’s nothing wrong with showing a little customer appreciation. Send a thank you card, a thank you e-card, a postcard with a discount for past purchases or for simply being a customer.
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