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Most small businesses have one thing in common, they provide superior customer service. Those that do not will not last for long because their competitors will eventually drive them out. Customer service, and the ability to personalize, are what draw many customers to them. Small online businesses particularly, have the ability to set themselves apart from their competition by providing superior customer service. The six steps found below will help you improve your small business: 1 - Drop everything to answer email or phone It doesn't matter what you're doing, if you get a phone, email, or other communication from a customer or potential customer, stop what you're doing and answer that communication. Even if it's quick, you'll convey to that customer that you are there for them and will respond fast. This is especially true with prospects who may be asking a question or requesting a quote. 2 - Do a little more than expected This little customer service tip has been repeated again and again. But why? It's because it's the simplest and most tried-and-true techniques for turning prospects into customers and customers into repeat buyers. It's not necessary to 'give away the farm', but do small things that make people realize you gave them personal attention. They'll appreciate you for it, and want to do business with you again in the future. 3- Keep promises made If you make a promise to have something done at a certain time, in a certain way, at a certain speed, etc., make sure it gets done. Stay up all night, go to the post office early, do whatever it takes to get it done the way you said it would be. 4- Fix problems immediately Similar to the first tip, when a customer contacts you about a complaint, take care of it as soon as possible. The quicker it is resolved, the better. Customers want you to be on top of things and resolve their issues quickly and with care. By doing this, you'll always be number one in their mind. 5- Follow up on problems, questions, etc. If you answer a question, fix a problem, etc. then you should follow up on it later. Send an email, make a phone call, or send a thank you note to the customer and let them know that you appreciate their concerns and hope that your fix was to their liking. This piece of customer service is also a great tactic to use after quoting a project or answering a question about a product. It can create follow-through on the customer's part and mean a sale or contract! 6- Personalize communications Many business owners who use mass marketing techniques (particularly auto-responders) don't do this. When reading an email beginning with "Dear Sir," right away I get defensive and think of it as SPAM. I might not even remember that I asked for it in the first place. On the other hand, if the email starts out with my name, I am interested since I know that there's a good chance I asked for this or know the person who sent it to me. Use these six steps to provide your customers with the phenomenal customer service they deserve. You will notice excellent results!
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Did you know that 68% of people will quit doing business with companies that have poor customer service? Learn how to give great customer service (hubpages.com/hub/How-To-Give-Great-Customer-Service) - get effective customer service tips (www.surefirecustomerservicetechniques.com) at hubpages.com/hub/How-To-Give-Great-Customer-Service (hubpages.com/hub/How-To-Give-Great-Customer-Service)
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