Using Customer Service To Build Success
How many times have you found yourself complaining about poor service? Probably more time than you can count. The problem is - unless you voiced your concerns directly to a supervisor or manager – the higher-ups are most likely unaware of what’s taking place inside their own business.
Your business is no exception. Whether you work independently or oversee a team of talented workers, customer service skills can make or break the success of the business. You may decide to seek service elsewhere if your own needs aren’t being met, so why are your own customers any different?
Client satisfaction should always sit at the top of the priority list for entrepreneurs, owners, and managers, to ensure quality performance and encourage repeat business. There is an exceptional service provider inside of (almost) everyone but sometimes it takes a little bit of fine-tuning to coax it out.
If you start receiving service complaints from clients – or notice an increase - asking a business consultant for advice may be helpful. Many business owners shy away from third-party programs because of the cost, but the benefits absolutely outweigh the expense.
Think of your employees as spokespeople for your business, since a potential client’s first impression will often stem from someone other than yourself. If you are running the show single-handedly, it can be more difficult to ensure clients’ needs are being met properly. Are you friendly when you answer the phone? Do you make them feel comfortable when meeting face-to-face? Most importantly, have you given them a reason to come back?
Not only do you want current customers to return, you also want them to recommend your products or services to family and friends. Referrals are an invaluable source of business but, remember, negative comments are even more powerful. If a client is unhappy with your service, the news will spread like wildfire.
Every business has its share of finicky customers, the ones who never seem to be happy. Unfortunately, this comes with the territory. Even when you (and your employees) are performing at full capacity, you will occasionally run into a customer who can always find something to complain about. In this case, it’s best to remain as calm and friendly as possible, regardless of the situation at hand. Believe it or not, a picky customer is still likely to recommend your business to others if they acknowledge your attempt at a resolution. On the other hand, if you lose your cool, you can kiss a few potential referrals goodbye.
Maintaining a business and a list of clientele is a constant battle. If businesses automatically kept every customer who called their office or walked through their doors, there would be no need for advertising, promotion, or discounts.
Remember, every minute and dollar invested in the customer service aspect of your business will make each day just a little bit easier. The choice is yours – choose wisely.
