Customer Service Tips and Tricks That Will Set You Apart
Whether customer service is your responsibility as the business owner or you have a team of 10, your small business has a duty to perform to a standard that your customers can appreciate. Excellent customer service can really set your company apart. One survey conducted by American Express found that two out of three customers claim they are willing to spend more with businesses where they have experienced a positive service interaction. On the other end of that spectrum, according to Kissmetrics, 71% of consumers have ended their relationship with a business due to poor customer service. Here are 7 helpful strategies to keep in mind to stand out among your competition and grow your small business.
1. Build rapport with customers
As a small business owner, you have a real opportunity to personalize the customer experience. Regularly reaching out to your customers, getting to know them by name, and remembering faces will make all interactions with your business more memorable and will make your customers feel valued. Any personal touch can go a long way.
2. Go the extra mile
While it may seem like a hassle in the moment to go out of your way to address a customer's concerns, doing so will go a long way toward establishing your reputation as a dependable businessperson.
If your customer has an issue with your product or has had any negative experience with your business, don't just make it up to them – make it up to them and then some. You want each customer to leave having had a positive experience with your business.
3. Pay attention to customer feedback
Make sure your customers have a way to share their opinions about your business. Whether it’s a customer survey or an open invitation to share reviews on websites like Yelp or Facebook, when customers feel like you are listening to what they have to say, they’re more comfortable investing in your product and they feel heard which is an important aspect to customer service.
4. Hire employees with excellent customer service skills
From the cashier to the service agent answering the phones, hiring people with good people skills is a non-negotiable for your small business customer service success. Often customer service representatives serve as the face of your business so you need to ensure that it’s a face you’re willing to show.
5. Be friendly and approachable
One of the best ways to gain and retain customers is to always be friendly to them. Being friendly doesn't mean being a pushover – you have to be firm and assertive as a business owner – but a genuine smile when meeting someone goes a long way.
Your personality when working with customers is what forms lasting relationships, and these relationships are what keep your business afloat even when times are tough. Just as you should go the extra mile when addressing customer concerns, really go out of your way to be kind. Treat others the way you would want to be treated.
6. Understand the importance of customer retention
Marketing is expensive and requires time and effort to do well. While it’s important to grow your small business by adding customers, make sure to keep in mind the value of retention. Kissmetrics found that it is 7x more expensive to acquire new customers than to retain existing ones. In many cases, it’s more economically wise to focus on customers who have already interacted with your business. Retention is only possible if you’re demonstrating appreciation for your customers at every stage of the customer lifecycle.
7. Treat your employees the way you expect them to treat your customers
This is perhaps one of the most overlooked secrets of stellar customer service. Small business owners should treat employees with the same respect, transparency and appreciation that they would a valued customer. The happier your employees are with their position, the more dedicated they’ll be to your small business success.
Sources:
https://www.business.com/articles/6-customer-service-secrets-for-entrepreneurs/
https://www.hatchbuck.com/blog/small-business-customer-service/