Every business owner will know it is much easier to keep existing customers than it is to win new ones. In this blog I will share a number of Customer Service Tips which helps promote the retention of existing customers.
‘The Customer Is King’
A useful quotation to bear in mind is that of Henry Ford’s…
“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” Henry Ford
Educating employees on the importance of treating customers with the respect they are due is the vital. Customers who are recognized and called by name appreciate this and any extra effort which your staff go to in satisfying customer needs will be reflected in your bottom line.
Ask For Feedback
Customer feedback is a valuable source of information for any company. Companies who look for feedback in a structured way will reap the benefits by taking appropriate action whether the result is positive or negative. On exiting a shop recently I noticed that there was a stand inside the door with 3 buttons on it. One was red, one was green and one was orange. Customers were simply asked to press the appropriate button based on their valuation of the customer service experience. However, there are lots of other ways to capture customer feedback such as Survey Monkey, a Customer Service helpline, Social Media channels etc. Having received the feedback it is just as important to act on the information and to use the opportunity to connect in a positive way with your customers.
Answer The Phone
It might seem like a pretty obvious point but you need to make sure that someone is answering all calls to your business. People who take the trouble to call your business want to speak to a person and not be directed through a series of voicemails. Ensure that your staff who handle your calls are well equipped to represent your company in the best possible manner. Your receptionist is the first point of contact for callers to your business and you need someone who is professional, friendly and competent. If your receptionist is sick, on holidays or on lunch make sure that calls are forwarded to someone else in the business rather than leave calls go to voicemail. Outsourced call answering is another solution to this short-term problem and these can be a cost effective solution for SME’s.
Go The Extra Mile
Good customer service is what your customer expects from you, but great c