Want to know my little secret to create happy customers and clients…?
It’s customer service.
Customer service is a hot topic and can make or break your business. Consumers have little patience for lousy customer service. They get tired of waiting in long lines, trying to get a live person on the phone, going through an interrogation to return something, or communicating through a language barrier.
Think about it. How many times have you vowed to never do business with someone again due to their lousy customer service? I have several times (sometimes I stick to that vow).
If you provide your clients with a simple, efficient, pleasant experience they will revisit your business over and over. More importantly, they will tell everyone they know!
There are three secrets to good customer service. The first one you’re going to conquer is knowing exactly what YOU want.
You are the captain of the ship and the visionary for the future of your business. You need to have a clearly defined plan for your business and that includes customer service. There are three main goals to consider:
1. It needs to be easy for your customers to do business with you. You can do this with automation, kiosks, your website, and other technology-based programs to help them shop.
2. All buying decisions are made first on emotion, then on logic. What emotion do you want your customers to feel? Doing business with you needs to be a warm and pleasant experience. Your staff has to be knowledgeable, approachable, warm, and patient. Your customers need to feel like they are getting good value for their time and money. Perceived value goes beyond the price of the products and extends to their purchasing experience.
3. Change your mindset and ask yourself “How can I NOT afford to do these things?” This shouldn’t be a question of expenses, only making and keeping happy customers.
With these thoughts in mind, you need to consider a few things when deciding on the actual programs and standards you’ll put into place:
Share your customer service vision with the rest of your staff and employees.
Connect your incentive programs and bonuses directly to customer service.
Track the level of customer service your staff is putting out.
Know when you can ignore what your customers want.
Always focus on your goals.
Now you know what you want to create, so start thinking about how and create a positive customer service experience.
Carmen Ventrucci’s motto is Follow Your Road. She knows small business owners create their business so they can make an impact for their clients, community, family, and life.
Nicknamed by her clients as ‘The Girl with the Golden Shovel’' due to results, Carmen helps her clients scale and grow their business so they can magnify their impact. Carmen is a small business consultant based in St. Paul, MN, and serves clients across the USA with her company, True SISU Life, LLC.