Here are 5 tips to help you ensure high quality service for your clients and customers.
Entrepreneurs often don’t realize how important good customer service is. This can be a big mistake because customer service is vital to the health of your business.
According to an American Express survey in 2011, 78% of customers have walked away from a transaction because of poor customer service.
I’ve also heard that a poor customer service experience spreads twice as fast as a good customer service experience. This I truly believe because I know that personally, I tell a LOT of people when I’ve had a bad experience, because I don’t want them to suffer the same results.
People remember their experience, no matter what type it is, a meal, or a great store clerk, a helpful banker, etc. This is a direct reflection upon your entire business. If someone has a bad customer service experience, they automatically expand their thoughts and feelings to all the products and services of that company. The opposite is also very true. If they have a great experience, then they assume all the products and services are top quality.
The important point here is that the quality of your business as a whole is determined by the way the customer/client feels they were treated.
How can you ensure high quality service for your clients and customers? Here are five tips to help:
- You set the standard. As the owner and CEO of your company, it’s up to you to set the tone by example. Show your customers they are the most important people in your business. Because they are!
- Systemize and Qualify. Using your core values as the basis, create the rules for how your company, employees and team are to treat clients and customers. Train everyone, so there is clear understanding of your standards. Write out your processes to be followed in all aspects of client contact.
- Listen. Your business is not about you, it’s about your customers. Ask open-ended questions about what your clients want and then shut up! Yes, just be quiet and listen. Once you understand what they want, you can use their words to discuss the solutions your company provides.
- Build Trust with the Little Things That Matter. Use your customer’s name whenever you can. It shows respect. Whatever small things you can do to make your customer more comfortable, do it. Also make sure you clearly explain your forms, processes and any other information that keeps them informed.
- Show Your Appreciation. Without your clients and customers, you don’t have a business. Be sure to say thank you, congratulate them on their successes, and genuinely let them know how much their business means to you.
In these times, showing just a bit of quality customer care will make you stand out above most businesses. Stepping up your services will really boost your reputation and business!