Small Business? No Problem!
Small businesses can provide customer satisfaction in a way that a large company simply can't, despite the fact that those large companies may have more resources. If you run a small business, you have some advantages over big companies. As a small business, you can give personal attention and be efficient; this may not be true with a larger and more bureaucratic organization. Here are some things you can do as a small business when it comes to customer service:
1. Keep notes - Chances are, you'll have a database of your customers; whether it consists of a three ring binder with lots of notes or a simple spreadsheet. Make sure that when you organize it, that you have a place to keep notes. Whenever you notice something exceptional or special about working with a customer, you'll be able to note it and remember it. Customers prefer it when they are dealing with someone who understands their idiosyncrasies, and you'll be able to do just that if you take notes.
2. Get personal, within reason - If you work at home, it's great to use your e-mail to keep in touch with customers, however, this is only a start. As you get to know customers better, feel free to use phone contact as well. Connecting a voice to a name makes doing business much more personal and can show customers that you care about them. This in turn can make them feel that because you take a personal interest in them, they can trust you and they are more likely to come to you in the future for other business.
3. Respond in a timely fashion - Make sure that you check your messages and respond to them at least once, if not two or three times a day. You'll find that with a little bit of time, you'll be able stay completely caught up on your correspondence and that your customers will be very pleased with your speedy responses. Do not let this very important aspect of your business molder or decay!
4. Take care of problems right away - Every small business has problems, and sometimes the first response is to avoid them as long as possible. However, they need to be taken care of immediately. It's inevitable that occasionally a customer is going to be unhappy with something, or that you will have difficulty providing them with exactly what they want. By taking care of the problem without delay and then putting it behind you, the customer is much more likely to be happy with the results he or she gets, and you don't end up carrying it around as an albatross. It's true that sometimes customers may not be happy with the result no matter what you do, but by simply taking care of a problem with a speedy response you are much more likely to leave the customer with a good impression, regardless of what the outcome is.
5. Utilize referrals - If you have a customer who needs a service you don't provide, you can still offer them suggestions as to where they can go to get what they need. In fact, this doesn't hurt you, and may help you; In turn, the service you have referred someone to may give you referral business in kind. And if it's close to what you do, why not consider including the service yourself?
By utilizing these five steps you can improve your customer service dramatically. Remember: 68% of people will quit doing business with companies that have poor customer service! |
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