One of the biggest complaints customers have about business, big and small is the "LOUSY CUSTOMER SERVICE".
We have all had the experience of being left hanging on the phone while just trying to get simple information, or waiting to hear the voice of a living person who can answer a few questions. Recently, I phoned the US postal service on business day to see if I could get information about sending a package to the UK Believe it or not, I received a voicemail message telling me to leave my name and phone number and more. he can call me back.
I CAN'T BELIEVE! I was done, shocked! You mean, like, saltines and their ilk, eh? you can't hire enough people to answer calls on a normal working day!
A few weeks ago, I ordered some information from a small mail order company. The order details stated that when I sent a check that my order would be delayed until the check was cleared. So I sent in cash ($ 16.00). I did not receive an order for three weeks. When I received the order it was only three pages of information, I do not know how you feel, but I call this poor customer service.
WHAT IS THE PROBLEM?
Why do so many companies seem to have no clue when it comes to serving their customers? Why big business like airlines, hotels, car rental companies etc. make customers jump in to use their services?
Perhaps some of the companies have grown up thinking that the community has no choice but to do business with them. Whatever the reason, the wrong customer service is not good for the business.
I can continue to give examples of my poor customer experience. But I'm sure you can also share the bad news with your customers.
The point is, when we use our money to buy a product or service, we all feel that our business should be valued. In many cases, when we receive poor customer service, we simply move our business elsewhere.
GIVE YOUR CUSTOMERS THE RIGHT SERVICE
A small business owner should do all he can to earn a profit that will help get loyal customers.
Providing your customers with the RED CARPET service will help ensure a lasting, profitable relationship with your customers. Providing excellent customer service can mean the difference between the success and failure of your business.
This process should start when a customer may be asking about your product or service. Should a customer want more information about your business, you should see that this information is in their hands very quickly.
Your marketing message should look professional and honest. Make no mistake about it, your potential customer is somewhat stupid by making strange, irrational claims about what your product, service or program will do for them. Give your customers all the information they need, so that they know exactly what they will get when they buy your product or join your program. Make sure you keep all the promises you make to your customers.
BUILDING A LIVING RELATIONSHIP IF YOU MAKE A FIRST SELL
If you are a small mail order seller doing business outside of your home, you should understand that when someone sends you money by mail, you give them a vote of confidence. You should show your appreciation for their business by providing them with a fast, efficient service. Always make it a goal to give them more than they expected.
Establish a line of communication with your customers. Make sure you give them a way to contact you by phone, email or fax. Stay in touch with your customers by surprising them with a free gift that is not as expensive as a wallet calendar with your business name on it. Or make a special contribution. Make your customers feel special. Let them know you value their business.
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