There’s no doubt about it. An exceptional customer service is the lifeblood of any business.
Getting people to buy, pay attention and spread the good word about your business is indeed the goal in sales and marketing. But more than the sales figures, we all know that it’s the relationships we create with people that truly matter.
And this is where exceptional customer service comes in. You can throw in a flashy website, impressive marketing materials and use the latest technology, but if your customer service is lousy, you can say goodbye to sales.
Now when we think about customer service, we instinctively think about a brick & mortar business. These tips also apply to every online business, because you obviously have customers and clients too. Most of these people you don’t meet face to face, but still, they are your customers, so treat them well. For every business, online or offline, exceptional customer service is crucial.
So, how have you been dealing with your customers? Ask yourself (and your team) the following questions:
- Are you reachable and available?
There’s nothing more annoying for a customer than, say, calling to make an inquiry and no one picks it up, or sending an email and not get a reply. The customer not only ends up frustrated but also compels him to try and contact your competition! Always, always promptly respond to them. - Do you keep promises?
Customer service is all about forming relationships. If you promise to deliver something on Monday, make sure it’s delivered on Monday. Otherwise, just don’t say it. Don’t make promises you can’t keep. Broken promises are a deal-breaker. - Do you truly listen to your customers?
Be it a comment, feedback, suggestions for improvement, a testimonial, and especially if it’s a complaint, take time to listen to your customers. Give them your full attention – this is essential in providing exceptional customer service. - Does your staff’s attitude reflect the values of your company?
Your staff is obviously an extension of your company. Before you send them out to deal with your customers, make sure that they have been trained to be generally helpful and knowledgeable, courteous, and friendly. - Do you throw in something extra?
Exceptional customer service is all about giving the unexpected. It could just be a genuine smile, helpful tips about using the product, or a free gift wrap. Customers always love it when they have this feeling of getting more than what they’re paying for.
In the end, you have to make sure that you send them away a satisfied customer, enough to pass along their positive feedback about your business to others. This is the classic word-of-mouth advertising that you can always rely on.
And it’s always priceless.
All of us look highly upon companies that provide great customer service – I know I always do. Do you think your company needs a “relationship check”? If you do, I hope you found the questions in this post helpful. Feel free to share this with your friends. Thank you and have a great day!
To Your Success,
Elmar Sandyck
July 11th, 2011 at 2:08 pm
I agree; ‘throwing in something extra’ really does make a difference. In what is often an overcrowded market, making the effort to ensure that your business stands out in terms of customer services is definitely worthwhile. There is so much choice out there that if you fall short in this area, customers will simply take their business elsewhere. It is always the small things (a particularly helpful member of staff or an unexpected extra) that make a company memorable to me and increase the likelihood that I will return to them in future.
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admin Reply:
July 13th, 2011 at 1:01 pm
Hi Ian,
I echo your insights- customer service is definitely worthwhile. It’s something that any business should really place emphasis on and in due time this will bring in more customers. Thanks for sharing your thoughts and for commenting.
Take care,
Elmar
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January 9th, 2012 at 1:38 pm
@: AMEN! I am truly fortunate to work at a company where the client is the first priority. There seems to be less and less of this focus in every industry anymore. It doesn’t make sense–clients are the LIFEBLOOD of the business!! Glad other people realize that we should be following the golden rule in business too! Thanks!
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