I think it’s safe to say that we’ve all had our unpleasant share’s of being on hold for two hours, hearing that annoying music and repetitive recordings, not only to be led to a rude and unhelpful representative who eventually transfers you to another department and have it happen all over again! And chances are it’ll happen again in the near and far future, probably another a hundred more times (eyes rolling).
Photo courtesy of Independent UK
Yes, I understand and have accepted the fact that we don’t live in a perfect world, things are bound to go wrong. And when they do, it’s vital to appropriately rectify the situation in order to change the unhappy customer(s) to a satisfied one, and if you’re lucky, have them come back for more. Perhaps offer them a discount on their next order, a free gift even, to show that you value them as a customer, and of course, resolve whatever issue he/she was having. This almost obvious gesture can win over your customers and create loyal ones, which is what a small and/or medium sized business needs in order to grow and expand.
Providing exceptional customer service, especially for small businesses, is essential. It’s the most cost effective approach for return customers and marketing your business through them, because truth of the matter is, word of mouth is everything. It’s important to make the best first impression you possibly can, it’ll help your brand in terms of credibility for the near future.
Photo courtesy of QUOTES GRAM
Small to medium size businesses should make their customer service experience a priority to have it be great, take it five steps further, even. Because the customer is your boss, treat them as if they sign the paycheck… because they do. With this attitude in mind, you’ll beat your competitors by a mile, increase in loyal customers, and build relationships because of your personal and unique touch that your competitors and big companies can’t offer.
Photo courtesy of Business Collective
As Ghandi once said, “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
Photo courtesy of MarketCircle
Good enough is never enough when it comes to customer service. The whole customer service idea was created to help and assist existing and potential customers. You don’t hear people rave about how a key unlocks a door, do you? Because that’s what it’s made for, to help and assist you accomplish another task. Now, if this key was fun and oddly shaped, using unusual and unique materials and consisting of vibrant colors, who wouldn’t want to show their friends?! I know I would! I’d go on and on about it until they tell me to shut up. But I’d still be obsessing over it everytime I open my apartment door ;)
The customer service experience needs to be out of the norm for people to want to share with their relatives and friends, whether it’s excellent or terrible, either way, people will talk, how do you want your potential customers to know you by? Perhaps find a way to make your business stand out from those around you, a cool and catchy, even addicting element will make customers remember you and perhaps bring their friends along!
Photo courtesy of Strata Blue
You want your business to provide an experience worth remembering, with all the new and up and coming technology and the debate of humans versus robots, it’s very easy to lose the personal touch that makes it a special and unique experience. As customer’s, it’s human nature to expect to be treated a certain way, why do the bare minimum? Exceed their expectations, and you’ll beat your competitors and start playing with the big dogs.