Small businesses can compete with Big businesses by offering something unique, different, and better. Sometimes its a product, sometimes convenience, but mostly its with customer service. Here are 10 of the most important tips when it comes to customer service.
1. Remember Customers are your company's reason for being
Without your customers your doors will close, simple as that. They are the most important piece of your business so spend time ensuring they are well taken care of.
2. Remember Every customer represents a potential sale
Whenever any person walks through your doors or calls you it could mean cash in your pocket. Don't ignore them, don't let your staff ignore them.
3. Know your customer - ask questions and provide a solution
Make up a list of questions to ask a customer to ensure you can figure out what their problem is and how best to come up with a solution. Memorize this list, make sure your staff memorizes it - and most importantly - USE IT!
4. The Golden Rule applies in business - treat your customers the way you want to be treated
Do you like to be ignored? Think about the times when you have come away from a transaction and felt satisfied, happy, and valued. Figure out how you can incorporate that type of service into your business.
5. Listen, listen, and listen some more to what your customers are saying
You can ask a million questions but if you don't listen to the answers you won't know the solution. If all you do is spout off about your products or services without asking questions your customer will stop listening. Engage your customer, ask questions and listen to the answers.
6. Personalize the transaction by using your customer's name
The main advantage small businesses have over large ones is personal service. Without using and knowing your customers name you loose that advantage.
7. Return phone calls within 2 hours
If you don't return a call then your customer will call your competitor - they won't wait and they won't pester you when someone else will give them what they want faster.
8. Offer customers convenience
Everyone is busy and has a million things to do, the easier you make it for them to choose you over your competition the easier the sale will be. Franchises like McDonald's and Tim Hortons make it easy by having lots of locations and drive through - making it convenient and easy for their customers to find them and purchase their products. Figure out how you can make it easy for your customers to use your services.
9. Don't sweat the small stuff
If a customer is inconvenienced somehow, figure out how you can make it easier, even if it costs you. If a customer is unhappy due to an error on your part, do something extra without being asked. Choose your battles with your difficult customers, if they are in the wrong - ask them to go elsewhere, but if you are - then step up, take responsibility and throw in an extra something.
10. Empower your staff to make snap decisions
If your employees have to constantly ask you something when trying to make a customer happy then time is wasted and the customer has longer to stew in his juices resulting in a more expensive fix. Let your employees know what they can offer a customer when making a sale, or fixing an issue. Ensure they know where their limits are and back them up when they've made the decision. Make a chart of issues that may arise with customers and what compensation can be offered - spell it out and back it up.
Small businesses aren't as convenient as big businesses, they are not as cheap, and not as visible. Advertising is expensive - and necessary - referrals are cheap. Keep your customers happy and they'll keep coming back and sometimes will bring a friend.
Tuesday, December 1, 2009
Subscribe to:
Posts (Atom)
Posts
