Small Business - More Customer Service Tips

Customer Service is the most important edge a small business has over a large one. Everyone has a story about the terrible customer service they have received from large corporations. If you have one or two really bad customer service experiences please share them with us in the comments section.

A customer will pay more for a product or service if the service they receive is equal to or better then what they expect. It is in your power as a small business owner to create the experience that will result in profits.

Here are some more customer service tips.

(The first 10 tips)

11. Don't talk on the phone when your customer needs you.
Ever tried to buy something but can't because the cashier is too busy talking on the phone with a friend? Ever been in a meeting with someone and had the conversation interrupted by a phone call? As a customer how important do you feel? Show customers that you value them by focusing on them when they need you to.

12. Care about your customers
Show your customers that they are important to your business by going above and beyond. Our realtor showed us that our business was important by making a call to a company to ensure that a warranty transferred with the ownership of the house. This was the sellers responsibility but they refused to provide this and our realtor took it upon herself to make the call even though we'd already removed the condition. She heard the dissatisfaction in my husband's voice and the next day had an answer for us even though she'd already gotten the sale. It was important to her that we were happy with our purchase not just her commission.

13. Offer more than one solution to the problem
Most of the time when we are upset about a product or service we just want a solution. Surprise your customer by offering them control over the issue by having a choice about which solution is most valuable to them. What we deem as value our customers may deem as unsatisfactory, what we deem as less they may deem as more. By giving them a choice they will feel empowered and valued.

14. Be courteous at all times.
Courteous behavior should be a habit for you. You should find yourself thanking the fast food drive through person for taking your money and providing your order. You should automatically say please whenever asking for something, even your coffee at Starbucks. If you habitually are courteous you will automatically be courteous to your customer and it will feel genuine.

15. Ask for Customer Feedback.
OK so most of the time you'll only get negative feedback, after all most people don't let you know when they are happy with your service only when it sucks. Asking for customer feedback isn't about giving you a warm feeling inside, it's about making sure your customer is happy and if not, fix it!

16. Provide Thoughtful Touches
Again this is about going above and beyond. Pamper your customer, wrap their purchase in nice tissue paper and provide a fancier shopping bag. What touches will depend on your business or service, it is about making the purchase experience higher end then it is. Whether it's a cup of coffee in a nice mug, or a glass of sparkling apple juice in a champagne glass as they peruse your store, it matters.

17. Never Leave a Complaint Unanswered
Yes time is the best healer of wounds but it doesn't fully heal it only deadens the pain. Your customer may get over it, the problem may just go away... but so will your customer and their friends. It is very important that you respond to every complaint with a solution or at least an empathetic ear. Large companies will do nothing to fix a situation and customers will continue to be dissatisfied. Take away their business by ensuring customers are always satisfied with you.

18. Be Different
Know what your competition is up to. How do they do business? How do they deal with customers? Know about their products and services, how they market themselves, how they advertise and then do it differently. Do what they do and do it better, with a different twist, or a new take. If they advertise in the yellow pages, then advertise in the yellow pages - bigger, brighter, and with something unexpected.

19. Don't let a Sale walk out the door.
If you don't have something but you know where to get it, don't just send the customer away to get it elsewhere - get it for them. Make sure you get the sale by fulfilling the order whatever way you can.

20. Keep the Washroom Clean
I always have evaluated a restaurant on their washroom. It may sound weird but I can't help it. If they take the time in their then they are taking the time everywhere. If their washroom has the extra perks then I know that my meal will too. If you spend all your efforts on the front of your store but your washroom is a broom closet you've just ruined the whole experience for your customer. If you don't offer your customers a washroom then if they need to go they'll leave before buying something or buying more because when nature calls you gotta go.

Do you have any customer service tips to pass on? or perhaps customer service do nots? Please leave them in the comments section.