Sometimes
entrepreneurs are so busy trying to win and close sales, they forget
that customer service plays a role in that process, too. Happy clients
or customers tell friends. Happy clients or customers come back for
repeat business. If you provide responsive, responsible and reliable
customer service your referrals and repeat business will generate an
excellent present and future revenue stream.
So
in alignment with the "millimeter approach" to build customer-service
outreach programs, what can you do to start small and create excellent
customer service? Don't think big or overwhelm yourself. Some very minor
and basic customer service techniques can be quickly, efficiently and
easily applied. What are they?
1. Response time.
What is your response time? Do you have a policy? Prospective and
current customers will always notice if you respond in a timely fashion.
Try it. Customers will start commenting. A good policy is to respond
within 24 hours to emails, calls or texts.
2. The no-argument rule AKA the customer is always right.
Good, bad, indifferent, right or wrong -- the customer should be
treated with the utmost respect at all times. You and your team should
be informed and instructed to absolutely never argue or fight with a
customer, period. Be agreeable, be wrong if necessary, but remember, the
customer is right. You will ironically discover that a "validated"
customer will quickly and easily calm down.
Those
two small changes in behavior and attitude cost you nothing, but payoff
big in return and referral business. You don't need to hire a customer
service specialist or spend money to institute policies. All you need to
do is communicate. These two steps alone will make a tremendous
difference in customer experience with your company.
