Posts Tagged customer service
Do Small Businesses Offer the Best Customer Service?
Everyone is familiar with the phrase “customer service.” We all have an idea of what good customer service entails, and we have all experienced our share of bad customer service in the past. Most business owners realize that customer service (or lack thereof) can either make or break their business; therefore, business owners are now focusing their efforts on building policies and practices that give their customers the best service possible.
Small businesses have an edge over large businesses because of the relationships they are able to build with their customers. According to the Small Business Success Index, an ongoing study conducted by Network Solutions, LLC, and the University of Maryland’s Robert H. Smith School of Business, “Customer service is an area where small businesses feel that they excel.” While most large businesses have customer bases that number into the thousands and beyond, small businesses usually have only a fraction of that. This gives small businesses an advantage when it comes to serving their customers and building customer loyalty. Since large businesses have such a high number of customers, they are often unable to cater to each customer’s individual needs. While it isn’t always possible, small businesses are more likely to be able to “bend” to meet their customers’ demands during special situations without compromising their business’s well being. Customers who frequent small businesses and receive this type of treatment are more likely to feel that their patronage is appreciated. They also feel confident that should any problems arise, the situation will be handed swiftly and respectfully. This combination results in lasting customer loyalty.
Small businesses can’t always offer the cheapest prices or the largest product selection. What they can offer, however, is unparalleled customer service. We would like to hear your thoughts on small businesses and their customer service. Do you notice a difference in customer service between small businesses and their larger counterparts? Do you prefer one over the other because of this reason? As a business owner, what have you done to ensure that your customers receive the best treatment?
*The Small Business Success Index, an ongoing measurement of the overall health of U.S. small businesses, was commissioned by Network Solutions, LLC and the University of Maryland’s Robert H. Smith School of Business. To take the survey yourself, click here.
3 comments April 8, 2009
Want to Achieve Higher Sales Without Spending More?
There is one age-old sales strategy that you can always rely on, and that is having exceptional customer service. It costs nothing to be accommodating to your customers, and the rewards are endless. So how can you offer great customer service?
The key rule is to guarantee satisfaction. That means:
- Help your customers find exactly what they are looking for, even if you cannot provide it.
- Allow your customers to make returns and exchanges.
- Avoid any conflicts (a.k.a. accept criticism with a smile.).
Of course, different industries require different actions. For instance, if you are in the service industry, you can show your customers that you care by calling them a week or so after their transactions to make sure that they were fully satisfied with the service they received. Or, if you own an online business, you can provide an easy-access online method for your customers to send feedback or request help.
Remember, good customer service can help you make a sale, but great customer service will bring in repeat customers and thus, many, many more sales. Which would you rather have?
For additional tips on Sales & Customer Relationships, go to: http://www.mysolutionspot.com/customer-service/
Add comment February 3, 2009
Is the Customer Always Right?
There’s a reason that everyone is familiar with sayings like “Customer is king,” and “The customer is always right.” These phrases speak the message that customers, being one of the most vital components to any business, should be treated as such. Customers keep you in business. Customers provide your revenue. Without customers buying products or paying for services, a business is doomed to fail. That’s where customer service comes in. Your customers should always feel respected and appreciated; if they don’t, they can simply choose to shop somewhere else or hire one of your competitors. It’s easy to show your customers that you are grateful for their business by offering them sales, discounts, gift-with-purchase promotions, and so on. But what happens when a conflict arises? Is there such a thing as a customer who is not right?
A business’s number-one reason for being is to make money, and customers are usually the suppliers of that money. You want to please your customers, and you want them to return to your establishment. After all, happy customers make happy business owners. Sometimes it might cost you to turn an unhappy customer into a happy one, but most businesses can take this hit every once in a while. Retail businesses experience this when a faulty item is returned, and service businesses often lower their prices in order to appease unsatisfied customers. The important thing to remember is that although you should strive to keep your customers happy, letting your customers get away with everything can cost your business more money than losing customers. Here are a few ways prevent your business from being a pushover:
- Clearly show your prices. This will help ensure that your prices, including sale prices, can’t be argued. If you have a sale going on, make sure that the sale dates are clearly posted as well.
- Make your policies known. Outline your business’s policies, including discount policies, return policies, cancellation policies, and so on, in a document that is accessible to all customers. If a problem arises, these policies can be referenced in order prevent your business from taking a loss.
- Don’t make exceptions. This may seem harsh and unfair to repeat customers, but if word gets out that you made an exception for customer A, customers B through Z will expect the same treatment. If you treat your customers with respect and appreciation while handling a difficult situation, you will most likely receive the same treatment back.
- Offer store credit over a cash refund. Many stores use this effective return policy since it basically guarantees that the customer will return, and often they end up spending more money than their credit is worth.
Although there’s no way to completely avoid customer conflicts, the above tips should be able to help you resolve some of them. Customers may not always be right, but it’s still important to keep your calm and show respect to those making even the most irrational of demands. To find more information on successful customer service and customer retention, be sure to visit MySolutionSpotTM.
Add comment December 18, 2008
