Small businesses have one thing in common: they provide superior customer service. If they don't,
they won't be around for long - their larger competitors will drive them out. Customer service and the
ability to personalize are what mark a small business and attract many customers to them. Small
businesses online can set themselves apart from their competition if they provide superior customer service.
- Stop everything to answer email or phone
No matter what you are doing, if you receive a phone, email, or other communication from a customer or potential customer,
drop whatever you're doing to answer that communication. Even if it's just to say "OK, I'll get on it," you'll convey to the
customer that you are there for them and quick to respond. Especially true with prospects who may be asking a question or
requesting a quote.
- Do a little extra
This "go the extra mile" bit has been repeated time and time again. It's repeated often because it's one of the simplest and
most tried-and-true methods of making contacts into customers and making customers into repeat customers. Toss in a little
extra - you don't need to give away the farm, just do the little things that make people know you provided them with personal
attention. Include a thank you note in your shipping box, do some extra "bonus" work on their website design - do something
extra and they'll appreciate you for it.
- Keep promises made
If you promised to do something at a specific time, or in a specific way, do everything in your power to make sure that
happens. Pull an all-nighter, rush to the post office first thing in the morning, do whatever is necessary to keep that promise.
- Fix problems immediately
Sometimes this one falls in with step number one. When customers come to you with a complaint, change, etc., dive in and
fix it as quickly as you can. The faster you get it fixed, the better off you'll be. Customers like knowing that you are on top of
things and will take care of their issues quickly and fairly. Do this and you'll always be considered the best to them.
- Follow up with customers
Any time you answer a question or fix a problem, it's important to follow up later by sending an email, calling on the phone,
or sending a thank you note to let your customer know you appreciate their concerns and hope their problem was fixed well.
This customer service tip is also a great technique to use after you have quoted a project or answered a question about a
product, as it can mean a sale or contract.
- Make communications personalized
Many business owners who use mass marketing techniques (particularly auto-responders) don't do this. When reading an
email beginning with "Dear Sir," right away I get defensive and think of it as SPAM. I might not even remember that I asked
for it in the first place. On the other hand, if the email starts out with my name, I am interested since I know that there's a
good chance I asked for this or know the person who sent it to me.
These six steps are great ways to boost your customer service from average to great. Implement them and see the results!
