Do you remember a time when you had mediocre customer service? Are you sure to tell everyone you know about the ‘ok’ service you received? Of course you don’t! People either remember exceptional service or really BAD service. Everything in between just falls by the wayside.
Customer Services
The first thing to be aware of is to NOT provide bad service ever. There is no excuse it just shouldn’t happen and we’re not talking about making an error. The focus should be around getting back to clients when you say you will, doing what you promised, charging what you agreed and being honest and having integrity when conducting work. These are all standard points that every business should follow.
I have found that since I began Direct Marketing Solutions on the Gold Coast, I have worked with a number of small businesses. Unfortunately some of these business owners have bad experiences with other marketing consultants, so had high expectations to begin with.
With the bar being set high, the only thing I could offer above my own competitors is ME! I like to think I’m personable to deal with, listen to clients requests and deliver what they need, when they want it. I’ve grown a business over 4 years using these principles, so I must be doing something right!
YOUR CLIENTS
Have a think about your clients, in particular the ones that you genuinely enjoy working with and who are happy with your products and/or services. What have you done beyond the call of duty that has made them happy, or provided a good service? It could be that you spent some extra time with them at the start, or provided them a good offer or that you respond to requests in a timely manner?
Now think about the types of clients and customers you have had difficulties with. What have been the issues, how have they been dealt and what was the outcome. In business we all make mistakes – we are human beings. The important thing is to be honest and confess when something has gone wrong. Then put a plan in place to fix it and ensure it doesn’t happen again.
Strategy for Fixing Errors
Do you have a strategy for fixing errors? How do you deal with customers and clients when there are problems? Your attitude when dealing with these situations will say a lot about you and your business. So, write everything down and work out an action plan to ensure it doesn’t happen again.
Big brands such as Virgin and Apple deliver on promises (most of the time!) which is why they are renowned for excellent service. Similar companies have not so strong reputations because they consistently make promises which they are unable to deliver on.
Remember if someone is paying you for a product or service, it is your duty, as the business owner, to ensure that customer receives the same level of service. It shouldn’t matter if they buy your products once a year or use your services each month. Set the standard and ensure you and everyone in your business sticks to it going beyond the call of duty wherever possible.