In today’s fast world of communication bad customer service will spread like a wildfire. AND, so will great customer service. Repeat customers, and customers who refer you, are the epitome of a successful business.
In working with our clients, we often find our conversations turning to customer service. As someone who runs a business, either as the owner, manager, or both; you know how important great customer service is to your business. The questions we have to ask ourselves are:
- How do we know we’re giving great customer service?
- Are we asking our customers?
- How is our referral and repeat business growing?
If you were to ask ten of your customers how they would they rate your business, what would they say? And how likely are they to recommend your company to a friend, family member, or neighbor? Lots of questions and yet no answers.
What you can you start doing today (or in the near future):
- Define excellent customer service. What does this mean for every employee/team member in your office?
- Measure it! Ask your customers, create a questionnaire to see if you are giving the type of service you want to be giving.
- Set expectations and provide any necessary training.
- Reward improved performance by team members. Recognize improvements as they happen along the way. All positive reinforcement.
- See if you can reward your current customers in a way which wows them. Maybe this is better service, maybe this is a gift (think outside the box), and if you need ideas, ask your team and your customers. They may have some great ideas you haven’t thought about.
If we invest in advertising our business, then we need to invest the time in checking on our customer service to answer these important questions. Our customers should be our biggest cheerleaders! Think about this: If your receptionist, cashier, sales person, service tech, etc., is not giving service to cheer about, how much more do you have to invest in advertising to hit your business goals for the year? It all starts with the person greeting your customer for the first time, whether on the phone or in person. Either way, this is the first impression your customer gets of your business. Is the impression your customers are getting a WOW or is it a dud? (P.S if it isn’t a WOW, then maybe it is a dud!) In many businesses, this first interaction with the customer may be the deciding factor towards making the decision to do business with you. Could the first impression improve? And if it can improve, what could this mean for your business?
An effective marketing plan will help your business and its goals. Even more importantly, an incredible customer experience from your team will really help your goals. The money spent in training and in rewarding your current customers will provide a solid return on investment, immediately and in the future.